Senior Manager, IT Client Success

Driving IT Success for Global Clients

Lead the future of IT onboarding and client success with a role designed for impact and innovation. This role offers international opportunities to collaborate with world-class clients, shape industry standards, and make your mark on a global scale, all while growing your expertise and influence in IT client success.

Job Description

As a Senior Manager, IT Client Success, you will ensure the seamless onboarding and operational readiness of clients by aligning technical requirements with IT capabilities and standards. You'll oversee scoping, costing, licensing, and delivery planning while building strong client relationships.

Job Overview

Employment type: Full-time

Shift: Flexible, Weekends Off

Work setup: Hybrid, Makati

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Flexible shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education:

• Bachelor's degree in IT, Computer Science, or a related field.

Experience:

• At least 8 years of experience in IT Client Success, IT Service Delivery and/or Solutions Architect roles, ideally in MSP, offshoring, or BPO companies.

Knowledge and Skills:

• Strong background in workspace technologies, IT infrastructure, software licensing, security standards, and enterprise-grade tools.
• Proficient in IT cost modeling, budgeting, and contract scoping.
• Demonstrated success and willingness to work flexible hours with global clients and stakeholders across time zones.
• Proven experience in people management, including leading technical delivery teams, performance management, mentoring, and resource planning.
• Skilled in project management and well-versed in service delivery frameworks such as ITIL.
• Excellent communication skills with a proven ability to manage and influence stakeholders.
• Pre-sales experience is a plus.
• Relevant certifications in cloud platforms (AWS, Azure), IT Service Management (ITIL), or Project Management (PMP, Agile) are advantageous.

Your Daily Tasks

Client Onboarding & Relationship Management:

• Lead the technical onboarding of new clients; scope, plan, and execute IT setup and service integration.
• Understand client IT requirements and align them with EMAPTA's service offerings, ensuring realistic timelines and cost transparency.
• Serve as the go-to technical contact and advocate for assigned clients, maintaining proactive communication and trust.
• Translate client feedback into actionable improvements across infrastructure, support, and service delivery.

Solution Design & Technical Scoping:

• Work with internal IT teams (infra, cloud, security) to design and deliver tailored IT solutions.
• Ensure proposed solutions align with both client requirements and EMAPTA's technical standards.
• Evaluate IT costing models, licensing structures, and delivery timelines, presenting clear proposals to stakeholders.

Project & Service Delivery Oversight:

• Oversee and coordinate IT onboarding projects (infrastructure provisioning, tool setup, access control, endpoint configuration etc.).
• Monitor delivery milestones, handle escalations, and ensure all services are transitioned smoothly into operations.
• Manage SLA compliance, coordinating root cause analysis and improvement plans when needed.

Team Coordination & Cross-Functional Alignment:

• Partner with sales, operations, and internal IT teams to ensure handovers, expectations, and delivery are aligned.
• Lead internal governance meetings to review client performance and service metrics.
• Ensure all knowledge is documented and updated in the IT Knowledge Management System (KMS) in coordination with IT Service Excellence.

Reporting & Improvement:

• Regularly report on client health, engagement, and delivery KPIs by presenting monthly service delivery reports (MSDR).
• Support continuous improvement initiatives around process, quality assurance, and client satisfaction.

Other Responsibilities:

• Recommend and lead process improvement initiatives and optimize underperforming workflows to enhance efficiency and effectiveness.
• Perform any administrative or non-administrative duties as assigned through direct written order or verbal assignment.

Why We Stand Out Among the Rest:

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra