Lead high-impact IT operations driving performance and reliability
Be part of Emapta's journey in redefining global outsourcing through a model built on transparency, control, and long-term partnerships. We connect businesses with high-performing teams that operate as true extensions of their onshore operations, delivering consistent, scalable results. As a Certified B Corporation®, we lead with integrity-balancing performance with purpose. What sets us apart is our people-first approach, empowering talent with meaningful careers while enabling businesses to grow through smarter, more human-centered operations.
About the Role
As a Senior Technology Operations Manager, you will lead the design, governance, and continuous evolution of enterprise IT operations-ensuring every system, service, and support function performs with consistency, resilience, and accountability. You will define operating standards, embed service excellence through measurable SLAs, and align technology delivery with business priorities. Acting as a strategic operator, you will transform IT into a disciplined, performance-driven function that enables scalability, strengthens reliability, and supports sustained business growth.
Role Snapshot
Employment Type: Full-time
Shift: Flexible shift (Must be flexible to work during holidays and/or weekends, if needed)
Work Setup: Hybrid, Makati
Exciting Perks Await!
- 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
The Qualifications We Seek
- Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or equivalent
- At least 10 years of experience in IT operations, with a minimum of 7 years in a leadership role
- Proven experience managing IT functions, including Service Desk, Asset Management, and related areas
- Strong knowledge of ITIL framework and service management best practices
- Excellent project management and organizational skills
- Proven ability to manage IT vendor relationships and contract negotiations
- ITIL, PMP, or equivalent certifications are an advantage
- Demonstrated ability to build systems and processes from the ground up with a resourceful and independent approach
- Strong performance orientation with a drive for meaningful outcomes and sustained results
- Deep understanding of security engineering and architecture with strong business alignment
- Strong communication skills with openness to feedback, critical thinking, and continuous improvement
Key Responsibilities
- Develop and implement strategic blueprints for IT operations aligned with business goals
- Oversee IT Service Desk, Service Delivery, Identity and Access Management, Incident Management, and related functions
- Lead resource and capacity planning to support organizational growth
- Establish, monitor, and improve SLAs and KPIs for IT operations
- Introduce and sustain IT Service Management best practices, particularly in incident response and service reliability
- Implement global operating standards across the department
- Collaborate with IT leaders and key stakeholders to prioritize and deliver IT initiatives aligned with business objectives
- Manage vendor relationships to ensure high-quality and cost-effective IT products and services
- Oversee IT procurement processes and asset lifecycle management for hardware, software, and technology assets
- Identify opportunities to optimize performance, reduce costs, and streamline workflows
- Lead process improvement initiatives and strengthen underperforming operational areas
- Promote a culture of service excellence, collaboration, and continuous learning within the IT team
- Reinforce a strong service-oriented mindset across all IT functions
Who Are We
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
