Digital Workplace Services Strategist

5 days ago


Manila, National Capital Region, Philippines ING Full time

Job Overview

The Chapter Lead will oversee the team's performance, mentor employees, and collaborate with stakeholders to continuously improve workplace digital experiences. This position plays a critical role in ensuring seamless IT support operations by fostering technical expertise, driving service excellence, and ensuring alignment with IT policies and regulatory requirements.

Key Responsibilities

  • Team Leadership & Development: Lead, mentor, and develop a high-performing 2nd Line Workplace Services Support team, ensuring skill growth and career progression.
  • Operational Excellence: Oversee the delivery of technical support services, ensuring compliance with IT policies, security standards, and regulatory requirements.
  • Stakeholder Engagement: Act as the primary escalation point for technical issues, working closely with internal teams, third-line engineers, and senior IT leadership.
  • Process Optimization: Drive continuous improvement initiatives to enhance IT support efficiency, ticket resolution times, and user satisfaction.
  • Knowledge Management: Promote knowledge-sharing practices within the team to improve troubleshooting efficiency and reduce recurring issues.
  • Incident & Risk Management: Ensure timely resolution of critical incidents and actively participate in IT risk management, governance, and compliance activities.
  • Strategic Planning: Contribute to IT strategy development, aligning team goals with organizational objectives and technological advancements.
  • Performance Monitoring: Define and track KPIs to measure team performance, identifying areas for improvement and driving operational efficiency.
  • Technology & Innovation: Stay updated with emerging workplace technologies and recommend solutions that enhance digital workplace experience.


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