Senior Process Manager

5 days ago

Manila, National Capital Region, Philippines eClerx Career Site Full time ₱1,500,000 - ₱3,000,000 per year

Strategic Leadership

• Develop and execute the IT End User Support strategy aligned with business and client delivery goals.

• Drive digital workplace initiatives to enhance employee productivity and collaboration.

• Establish and track KPIs for service delivery, ensuring compliance with SLAs and client requirements.

• Partner with global IT leaders to standardize tools, processes, and support models. Operational Excellence

• Oversee daily operations of Service Desk, Desktop Support, and Support teams across different geographies and other onsite sites.

• Ensure 24x7 availability of IT support services, covering office-based and remote (WFH) users.

• Supervise incident, request, and escalation management through ITSM tools (e.g., ServiceNow, Jira, ServiceDesk).

• Manage asset lifecycle processes — procurement, deployment, maintenance, and retirement — in line with audit and compliance standards.

• Coordinate rollout of upgrades, migrations, and infrastructure changes with minimal business disruption.

Governance, Security & Compliance

• Enforce IT policies, security standards, and compliance with global client and internal audit requirements.

• Collaborate with Information Security and Compliance teams to ensure endpoint and data protection.

• Maintain accurate documentation of processes, access controls, and incident resolutions for audit readiness

People & Vendor Management

• Lead and mentor a diverse team of IT professionals supporting multiple business units and client accounts.

• Drive team engagement, performance reviews, and training programs to strengthen technical and soft skills.

• Manage vendor relationships for IT equipment, managed services, and third-party support providers.

• Forecast staffing and budget requirements based on projected client growth and new site expansions. Innovation & Continuous Improvement

• Identify automation and self-service opportunities

• Regularly review user feedback and satisfaction scores to improve service experience.

• Evaluate new technologies to enhance remote support capabilities and endpoint management efficiency.

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