Senior Manager, IT Client Success

Lead Enterprise IT Partnerships That Drive Client Success

At Emapta, we're redefining what it means to build a global career. As a leading outsourcing and offshoring partner, we connect exceptional talent with world-class companies worldwide-without compromising on culture, growth, or employee experience. Here, you're more than just part of a team-you're part of a people-first organization that values innovation, collaboration, and impact. Join Emapta and build a meaningful career where your contributions truly make a difference on a global scale.

Job Description

Enterprise technology partnerships thrive on trusted leadership and seamless execution. The Senior Manager, IT Client Success drives strategic client relationships, technical solution delivery, and service excellence while ensuring every engagement creates measurable business value. This role offers a long-term global career with Emapta, empowering experienced IT leaders to influence client success, strengthen cross-functional collaboration, and deliver exceptional experiences at scale.

Snapshot

• Employment Type: Full-time
• Work Setup: Hybrid, Makati
• Shift: Flexible Shift, Weekends Off

Benefits

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field

Experience

• 8+ years of experience in client-facing IT delivery, solutions architecture, or IT client engagement, preferably within an offshoring or BPO environment
• 3 to 5 years of people management experience

Knowledge and Skills

• Strong knowledge of IT infrastructure, enterprise licensing, security standards, and enterprise tools
• Experience in IT cost modeling, budgeting, and contract scoping
• Strong project management skills and familiarity with IT service management frameworks (e.g., ITIL)
• Excellent communication, presentation, and stakeholder management skills
• Professional certifications in cloud platforms (AWS or Azure), IT service management (ITIL), or project management (PMP or Agile) are an advantage
• Willingness to work in a hybrid setup in Makati
• Willingness to work on Philippine holidays

Responsibilities

Client Onboarding & Relationship Management

• Lead the technical onboarding of new clients, including IT scoping, planning, execution, and service integration
• Understand client IT requirements and align them with Emapta's service offerings while ensuring realistic timelines and cost transparency
• Serve as the primary technical contact and trusted advisor for assigned clients through proactive communication and relationship management
• Translate client feedback into actionable improvements across infrastructure, support, and service delivery

Solution Design & Technical Scoping

• Collaborate with Infrastructure, Cloud, and Security teams to design and deliver tailored IT solutions
• Ensure proposed solutions align with client requirements and Emapta's technical standards
• Evaluate IT cost models, licensing structures, and delivery timelines, and present solution proposals to stakeholders

Project & Service Delivery Oversight

• Oversee and coordinate IT onboarding projects, including infrastructure provisioning, tool setup, access control, and endpoint configuration
• Monitor project milestones, manage escalations, and ensure the seamless transition of services into operations
• Ensure SLA compliance by coordinating root cause analyses and implementing service improvement plans

Team Coordination & Cross-Functional Alignment

• Partner with Sales, Operations, and Internal IT teams to align handovers, expectations, and service delivery
• Lead governance meetings to review client performance and service metrics
• Maintain accurate and up-to-date documentation in the IT Knowledge Management System (KMS) in collaboration with the IT Service Excellence team

Reporting & Continuous Improvement

• Prepare and present Monthly Service Delivery Reports (MSDR) covering client health, engagement, service delivery performance, and key performance indicators
• Drive continuous improvement initiatives focused on processes, quality, and client satisfaction

Other Responsibilities

• Lead process improvement initiatives to optimize workflows and enhance operational efficiency
• Perform other administrative, non-administrative, and related duties as assigned by authorized company representatives

Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With over 30 offices across 11 countries and 1,200+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 12,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire.

Tim Vorbach, CEO

#EmaptaEra