IT Operations Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide guidance and leadership for the IT program team

• Act as the main point of contact for client stakeholders regarding operational issues

• Oversee multiple Tech/IT programs

• Manage daily operations that support IT call center services

• Ensure that service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently achieved or surpassed

• Identify and suggest opportunities for process optimization, automation, and ongoing improvement

• Lead and nurture a global team of Team Leaders, shift leaders, and agents

• Foster strong relationships with client partners

⛳️ Requirements

• Over 6 years of experience in BPO operations

• A minimum of 4 years in a leadership position managing IT call center and technical support programs

• Strong knowledge of ITIL, service management frameworks, or similar methodologies

• Experience in managing large teams and collaborating with international clients, particularly in technology or software sectors

• Proven history of meeting or exceeding operational KPIs and client expectations

• Outstanding leadership, communication, and stakeholder management skills

• Strong problem-solving capabilities

• Proficient with essential technology, including computers, software applications, phone systems, etc.

🏝️ Benefits

• Paid time off

• Full statutory benefits

• Comprehensive HMO