Technology Operations Senior Manager

2 days ago
Philippines PAN ASIA HR CONSULTING PH INC. Full-time ₱2 - ₱3 Contract

Job Description

  • Demonstrated experience leading globally distributed teams and collaborating across multiple geographies, cultures, and time zones to deliver consistent service outcomes and drive operational excellence.
  • Strong understanding of AI-driven service management capabilities, including predictive analytics, intelligent automation, virtual agents, and generative AI solutions within IT support environments.
  • Hands-on knowledge of modern AI chatbot ecosystems and conversational AI platforms, with the ability to evaluate, implement, and optimize self-service experiences.
  • Experience with Contact Center as a Service (CCaaS) platforms and omnichannel support technologies, including voice, chat, email, virtual assistants, and digital engagement channels.
  • Ability to identify emerging technology trends and translate innovations in AI, automation, and digital workplace services into practical business and operational value.
  • Familiarity with Agentic AI frameworks, workflow orchestration, and autonomous support solutions that improve employee experience, operational efficiency, and service scalability.
  • Strong stakeholder management skills with proven ability to partner with global technology, business, vendor, and executive leadership teams to drive strategic transformation initiatives.
  • Demonstrated commitment to continuous learning and technology modernization, with knowledge of industry advancements in cloud platforms, automation tools, digital support channels, and AI-powered service delivery models.
  • Expected span for 2026 is at 44 FTEs and is expected to grow

Soft Skills

  • Strong People Leadership Skillset
  • Understand the financials
  • Risk Control / Governance
  • Vendor Management

Technical Skills per Hiring Manager

  • Understanding of the servide desk / operations
  • Understanding on the CCAS (Contact Center as a Service) tool - i.e. Genesys, Nice, Cisco
  • Technical Savvy - CCAAS / Service Desk / End users services
  • Conceptual / Implementation of projects aligned to ITIL Framework
  • End to end SLA management and Global Governance
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