Vice President Information Technology (IT)
Work Locations: Manila & Cebu, Philippines
Scope: Supporting 6,000+ SYF employees across onsite and remote setups
Role Overview
The Vice President IT is a senior leadership position accountable for overseeing the overall technology environment, operational support, and digital infrastructure for SYF's business centers in Manila and Cebu. The role ensures the delivery of reliable IT services, alignment with enterprise initiatives, and strong partnership with business leaders to support operational efficiency and strategic objectives for a workforce of over 6,000 employees.
Key Responsibilities
Strategic & Leadership Functions
- Collaborate with site executives and SYF's global technology leaders to execute business and IT priorities.
- Lead technology initiatives across Manila and Cebu to support site performance and long-term goals.
- Work closely with enterprise technology groups to roll out corporate-wide solutions and support unified communication and collaboration.
- Establish local technology strategies that align with enterprise standards and meet site-specific business needs.
Project & Program Oversight
- Lead major IT projects and programs from planning through execution.
- Ensure the proper use of Agile or Waterfall methodologies with strong discipline in process and documentation.
- Manage project budgets, risk, dependencies, and resource allocation to meet commitments.
Operations & Infrastructure Management
- Oversee end-user services, datacenter operations, network infrastructure, contact center technologies, and enterprise systems.
- Ensure high system reliability and prompt resolution of issues affecting operations.
- Conduct thorough root cause analyses for technology disruptions and partner with business teams to prevent future occurrences.
- Track and evaluate vendor performance and ensure compliance with service level agreements.
Security, Risk & Compliance
- Enforce information security standards and ensure full adherence across all IT teams.
- Drive compliance with corporate policies, local regulations, and audit requirements, including coordination for PEZA-related technology audits.
- Participate in governance processes and facilitate the integration of feedback from operational forums into technology assessments.
Continuous Improvement & Business Partnership
- Build strong cross-functional relationships to support business strategies and share best practices.
- Proactively identify opportunities to streamline systems, enhance productivity, and simplify processes.
- Lead communication of feedback, status updates, and improvements across the business centers.
Financial Accountability
- Manage the technology budget for both sites and ensure effective use of financial resources.
Minimum Requirements
- Bachelor's degree in Computer Science, Information Technology, or related engineering field.
- 15+ years of relevant IT experience.
- At least 3 years of leadership experience in BPO technology operations supporting 4,000+ users.
- Strong background in:
- End-user support
- Datacenter and network infrastructure
- Contact center platforms
- Enterprise applications
- Managing vendors and internal teams
- Demonstrated success as a strategic IT partner to senior leaders.
- Willingness to work a night shift aligned to US hours and remain on-call for urgent situations.
- Strong communication, leadership, decision-making, and stakeholder management skills.
- Experience working in a highly matrixed environment with cross-functional teams.
- Hands-on experience with large-scale technology programs.
- SAFe experience; SAFe certification required.
- Strong proficiency in PowerPoint and Excel.
- Must be in current role for at least 24 months and not under active CAP.
Preferred Qualifications
- Strong understanding of financial services operations and supporting technologies.
- Excellent analytical and problem-solving skills.
- Fast learner with a high level of initiative.
- Detail-oriented and capable of driving organizational change.
- Ability to translate business strategies into technology initiatives.
- Strong customer service orientation and ability to manage expectations effectively.
