Role Overview
The Operations Manager is responsible for the end-to-end delivery, performance, and continuous improvement of IT services across the service desk and technical support functions. The role ensures that all services are delivered in line with agreed Service Level Agreements (SLAs), operational KPIs, and client expectations, while maintaining compliance with industry best practices and organizational standards.
The position plays a critical leadership role in driving operational excellence by overseeing service delivery, managing escalation and governance frameworks, and ensuring effective execution of IT Service Management (ITSM) processes including incident, problem, and change management. The Operations Manager collaborates closely with clients, internal stakeholders, and technical teams to ensure high-quality service, stability of IT environments, and continuous service improvement.
Duties and Responsibilities:
- Oversee the daily operations of the service desk and technical support teams.
- Govern incident, request, problem, and change management workflows
- Handle major incidents (P1/P2): lead bridge calls, communication, RCA, corrective/preventive actions, and post-mortems.
- Conduct performance reviews and provide ongoing training and development opportunities.
- Manage and optimize workflow processes to increase efficiency and productivity.
- Ensure compliance with industry standards and best practices.
- Develop and maintain operational policies and procedures.
- Establish regular reporting frameworks (daily, weekly, monthly)
- Provide operational insights and recommendations to leadership
- Establish, maintain, and audit SOPs/runbooks
- Ensure timely and effective delivery of IT services to clients.
- Own SLA performance and drive corrective actions for breaches.
- Manage and address escalated client issues and service disruptions.
- Own resource and capacity planning (roster for shift coverage, on-call schedule for out-of-shift coverage, capacity planning, backlog management) to ensure support coverage.
- Analyze operational data and performance metrics to identify areas for improvement.
- Implement continuous improvement initiatives to enhance service quality and efficiency.
- Stay updated on industry trends and technological advancements to drive innovation.
- Identify potential risks to service delivery and develop mitigation plans.
- Ensure business continuity and disaster recovery plans are in place and tested regularly.
- Collaborate and coordinate with other teams and stakeholders to implement process enhancements, initiatives, and workflow optimizations.
- Foster a collaborative culture that encourages the sharing of information and best practices.
Qualifications and Skills
- Bachelor's degree in IT/CS/IS or equivalent experience.
- 7+ years in IT operations or managed services, including 3+ years leading multi-tier support teams (T1–T3 or equivalent).
- Proven command of ITIL practices; ITIL Foundation required (Intermediate/Managing Professional a plus).
- Strong understanding of common MSP stacks: ticketing/PSA, RMM, monitoring/alerting, asset/CMDB, knowledge management.
- Technical Knowledge (Windows Server/AD, Linux, virtualization, networking, backup/DR, M365/Azure fundamentals) to guide teams and triage escalations.
- Demonstrated success improving SLA/CSAT/quality via process, coaching, and automation.
- Excellent stakeholder communication, conflict resolution, and executive reporting.
- Nice-to-have certifications: Microsoft/Azure, VMware, Security+
- Team Player with initiative
- People leadership and coaching
- Customer-centric mindset with strong ownership
- Data-driven decision-making and prioritization
- Process discipline and continuous improvement
- Clear written and verbal communication
Working Conditions
- Hybrid work location setup once probation period is over
- Role may be rotated on different shift depending on operational need
- Occasional after-hours/weekend work for changes and critical events.
Pay: Php120,000.00 - Php150,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Pay raise
Work Location: Hybrid remote in Alabang
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