IT Manager

2 weeks ago

Taguig, National Capital Region, Philippines Eastvantage Business Solutions Inc. Full time ₱60,000 - ₱120,000 per year
Role Overview

The Branch Operations Manager (Manila) oversees daily operations of Service Support Teams delivering Managed Services and branded offerings (e.g., AAPTBC).

The role supports Business Unit Heads and Line Managers to ensure teams:

  • Follow operational policies, processes, and standards
  • Deliver services within SLAs and ITIL frameworks
  • Maintain high customer satisfaction
  • Uphold professional conduct and company representation

Key Responsibilities

Branch & Operations Management

  • Serve as escalation point for local operational and personnel issues
  • Communicate updates, support recruitment, onboarding, and team engagement
  • Assist in local events, ensure branch compliance, and support CSI initiatives
  • Coordinate with internal teams and external stakeholders for smooth operations

Operational Oversight

  • Monitor attendance, performance, and work ethics
  • Ensure adherence to SLAs, handover accuracy, and service standards
  • Track NPS scores and address service issues proactively
  • Support shift scheduling, call queue management, and SLA compliance

Customer Focus

  • Manage client escalations and participate in meetings as needed
  • Coordinate with Service Assurance for incident communications
  • Maintain NPS targets through excellent service delivery

People & Culture

  • Demonstrate leadership aligned with company values
  • Support performance reviews and promote professional conduct

Skills & Competencies
  • 5+ years' experience in ITC/Managed Services operations
  • Strong background in Service Management and ITIL processes
  • Skilled in ITSM tools (ConnectWise, ServiceNow, etc.)
  • Excellent communication, leadership, and decision-making skills
  • Customer-focused with a commitment to continuous improvement
  • Experience managing shift-based teams

Qualifications
  • Bachelor's degree in Computer Science or related field (or equivalent experience)
  • ITIL certification preferred; MS or similar certifications an advantage
  • Familiarity with Windows, Mac OS, and Cloud Services

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