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Sr. IT Operations Manager

4 weeks ago

Manila, National Capital Region, Philippines Compass Experience Labs Full time
Overview

Senior IT Operations Manager role within a BPO environment. This role leads and oversees multiple IT/tech service delivery programs to ensure high-quality, efficient, and cost-effective operations that meet client expectations and contractual obligations across IT verticals including helpdesk, technical support, infrastructure services, and software support.

Key Responsibilities
  • Leadership & Strategy: Provide strategic direction for IT programs, align operations with client expectations and company goals, and act as the primary point of contact for client stakeholders on operational matters.
  • Operational Management: Oversee day-to-day operations across multiple teams supporting IT services; ensure SLAs, KPIs, and quality metrics are met or exceeded; create and execute plans to address underperforming KPIs.
  • Process Improvement & Quality Assurance: Identify opportunities for process optimization, automation, and continuous improvement; collaborate with Quality, Training, and Workforce Management teams to enhance performance and efficiency.
  • People Management: Lead and develop a team of Operations Managers, Team Leaders, and Support Staff; conduct performance reviews and foster a high-performance culture.
  • Client Engagement & Relationship Management: Build strong relationships with client partners, maintain regular communication, translate client requirements into actionable operational plans, and address concerns proactively.
  • Financial & Resource Management: Monitor budgets, drive efficiencies, manage resource allocation to ensure profitability and optimal delivery; provide regular program performance and risk reports.
  • Compliance & Risk Mitigation: Ensure adherence to data privacy, security, and compliance standards; mitigate risks through proactive incident management and business continuity planning.
Qualifications
  • 8+ years of experience in BPO operations, with at least 3+ years in a senior leadership role managing IT or technical support programs.
  • Strong understanding of ITIL or service management frameworks; experience managing POS & Aloha systems is highly preferred.
  • Experience managing large teams and working with international clients, especially in tech or software industries.
  • Proven track record of meeting or exceeding operational KPIs and client expectations.
  • Exceptional leadership, communication, and stakeholder management skills; analytical mindset with strong problem-solving abilities.
  • Proficiency with computers, software applications, phone systems, and related technology.
  • Ability to work across prolonged periods and manage multitasking under pressure.
Availability

Full-time position with weekdays, weekends, and nighttime availability.

Seniority level

Mid-Senior level.

Employment type

Full-time.

Job function
  • Strategy/Planning and Information Technology
Industries
  • Consumer Services

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