Drive Enterprise IT Stability Across Global Operations
Emapta is a global outsourcing leader trusted by over 1,000 international businesses. With more than a decade of sustained growth and a workforce of 10,000+ professionals, we design high-performing, fully integrated teams that operate as seamless extensions of global enterprises. Recognized for operational excellence and long-term partnerships, we continue to scale sophisticated service delivery capabilities that power mission-critical business functions worldwide.
Snapshot
Employment Type: Full time
Shift: Night shift (Flexible)
Work Setup: Hybrid, Ortigas
Benefits
- Competitive Salary Package
- Hybrid work arrangement
- HMO coverage with free dependent upon regularization
- Prime office location in Ortigas with 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
About the Role
As Senior Team Lead, IT Service Delivery, you will operate at the center of mission-critical IT operations. This role oversees multi-team service delivery performance across a shift region, ensuring SLA discipline, escalation control, and governance integrity at scale. You will shape operational maturity, strengthen leadership depth, and drive continuous improvement across infrastructure, applications, and security environments. This is a business-critical leadership post within a global outsourcing enterprise where service stability directly impacts international client performance.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or equivalent
- 5+ years experience in IT support roles
- At least 3 years experience in a leadership or managerial capacity
- Strong knowledge of ITIL best practices
- Proven ability to lead teams, manage workloads, and handle escalations
- Solid understanding of incident, request, and problem management processes
- Strong communication skills across technical and non-technical stakeholders
- Strong analytical and problem-solving skills
- Ability to manage multiple priorities and meet deadlines
- Experience with ITSM ticketing systems
- ITIL Foundation certification is an advantage
Responsibilities
Operations Management
- Lead analysts and oversee multiple teams within the assigned shift region
- Ensure consistent delivery of IT services aligned with SLAs, KPIs, and business requirements
- Monitor ticket queues and prioritize workloads to ensure timely resolution
- Coordinate with Infrastructure, Applications, Security, and other internal teams for incident resolution
- Monitor service performance, identify trends, and implement corrective actions
- Manage resource allocation, shift planning, and workload balancing across teams
Incident and Escalation Management
- Coordinate cross-functional teams to address high-impact issues and drive end-to-end service outcomes
- Ensure root cause analysis and preventive measures are implemented within scope
- Act as escalation point for complex or high-impact issues
- Maintain clear communication with stakeholders during major incidents and service disruptions
Leadership and Development
- Lead, coach, and mentor team leaders and analysts to build technical capability and service excellence
- Act as second in command of IT Service Delivery operations in the absence of managers
- Build a culture of ownership, collaboration, and continuous improvement
Service Delivery Governance and Compliance
- Ensure compliance with IT policies, security standards, and audit requirements
- Maintain accurate documentation of processes, procedures, and service records
Continuous Improvement
- Identify operational inefficiencies and lead practical improvement initiatives
- Ensure disciplined transition of changes and projects into BAU including hypercare validation
- Recommend and optimize workflows to enhance efficiency and effectiveness
Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2025.
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 20 offices across 11 countries and 1,000+ 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 11,000+ 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
