IT Operations Manager

🌟 We're Hiring: IT Operations Manager! 🌟

We are looking for a skilled and experienced IT Operations Manager/Business Partner to lead our technology operations and ensure the seamless functioning of our IT projects. The ideal candidate will bring strong leadership, technical expertise, and a proven track record in managing complex ITO clients. Join us in Manila and drive operational excellence across our organization.

📍 Location: Manila, Philippines

⏰ Work Mode: Work from Office

💼 Role: IT Business Partner

What You'll Do:

• • Strategic Leadership & Team Management: Lead, mentor, and develop a high-performing team of direct reports, providing ongoing training and performance management. Develop and implement best practices across assigned accounts, specifically within inbound and outbound voice operations, including strategies for optimizing agent performance, call handling, and adherence to (SLAs).
• • Operational Excellence: Oversee daily operations, including work planning and assignment, performance monitoring, and reporting (client scorecards, metrics management) for both inbound and outbound voice channels. Proactively identify and address operational challenges specific to each channel, including issues related to call quality, agent productivity, and technology utilization. Develop and implement strategies to improve efficiency and effectiveness in both inbound and outbound operations.
• • Client Relationship Management: Build and maintain strong, collaborative relationships with key clients; consistently exceeding expectations and driving client satisfaction by delivering exceptional performance in both inbound and outbound voice operations. This includes proactive communication, regular performance reporting, and collaborative problem-solving.
• • Program/Project Management: Own the full lifecycle of small to large, company-wide, high-impact programs/projects, from conceptualization and planning through execution, implementation, and go-live, focusing on improvements and optimization within the inbound and outbound voice channels. This includes projects related to implementing new technologies, improving processes, and enhancing agent performance. Manage budgets, timelines, and resources effectively.
• • Cross-Functional Collaboration: Partner effectively with cross-functional teams (IT, Sales, Marketing, Finance, Legal) and stakeholders to ensure alignment and successful project delivery, specifically within the context of inbound and outbound voice operations. This includes working closely with IT to troubleshoot technical issues and implement new technologies and collaborating with Sales and Marketing to align contact center strategies with overall business objectives.
• • Data-Driven Decision Making: Leverage advanced data analytics skills to identify trends, opportunities, and areas for improvement within business processes, specifically focusing on contact center metrics, agent performance, and customer interactions. Develop data-driven

solutions to scale operations and ensure compliance. This includes analyzing data from predictive dialing campaigns to optimize call routing and agent scheduling.

• • Business Process Improvement: Understand operational issues and opportunities and drive technical solutions to optimize business processes and enhance efficiency within inbound and outbound voice operations. This includes identifying opportunities for improved call handling, agent training, and technology utilization, such as implementing predictive dialing, advanced call routing, and workforce management tools. Experience with implementing and managing predictive dialing campaigns is essential.

What We're Looking For:

• • IT Operations & Outsourcing Experience: Minimum 8 years of experience in BPO with at least 4 years in IT Operations, Managed Services, or technology consulting, with a proven track record in managing large-scale IT service delivery and transformation programs.
• • Business & Operational Analytics: Strong proficiency in data analysis, reporting, and performance management, with experience tracking operational KPIs, service quality, resource utilization, and business outcomes.
• • IT Service Delivery Expertise: Solid understanding of IT service management (ITSM), operational KPIs, SLAs, incident, problem, and change management, across infrastructure, cloud, application support, and service desk environments.
• • Client Partnership & Account Growth: Proven ability to build trusted client relationships, drive governance and stakeholder engagement, identify growth opportunities, and support organic account expansion through service excellence and value-driven initiatives.
• • Leadership & Stakeholder Management: Demonstrated ability to lead cross-functional teams, influence stakeholders, and foster collaboration across client and delivery organizations.
• • Project & Program Management: Experience managing IT transitions, transformation initiatives, and continuous improvement programs using Agile, Waterfall, or hybrid methodologies.
• • Technical Proficiency: Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools. Experience with ServiceNow, Jira, BMC Remedy, Azure DevOps, or similar ITSM and operational platforms.

If you're ready to elevate our IT operations, apply now! 🚀