Sr Operations Manager (Service Desk)

Role Overview:
A senior operations leader responsible for end-to-end service delivery of large-scale service desk and IT support operations, ensuring client satisfaction, operational excellence, and financial performance.

Key Responsibilities:

• Operations Management:
  Lead daily service desk operations (incident, problem, change, request management) aligned with ITIL standards, while driving SLA/KPI performance and continuous improvement initiatives (Lean, Six Sigma, automation).
• Client Management:
  Act as primary escalation point and manage client relationships through reviews, reporting, and strategic engagement to enhance service delivery.
• Financial Oversight:
  Own P&L, budgeting, forecasting, and cost optimization; track financial metrics and identify revenue growth or cost-saving opportunities.
• Leadership & Governance:
  Lead large-scale teams (300+ FTEs) across multiple sites; ensure compliance, risk management, and governance standards are met.
• People Development:
  Manage performance, coach teams, drive talent development, retention, and succession planning, and foster a high-performance culture.

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Qualifications

• Bachelor’s degree (Master’s preferred)
• 8+ years IT service delivery experience, including 4+ years in senior leadership
• Strong ITIL, ServiceNow/Jira, and service management expertise
• Proven client management and commercial acumen

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Core Competencies

• Strategic + execution-focused
• Client-centric mindset
• Strong financial & analytical skills
• Excellent stakeholder management
• High ownership and problem-solving ability

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Quick Snapshot

📍 Location: Manila (multi-site flexibility)

• 👥 Scope: Large-scale IT/BPS operations (300+ FTEs)
• ⏱️ Work: Shift-based (including weekends/holidays)