GSD IS Operations Manager

This role provides global leadership, governance, and strategic direction for IT Service Desk, oversees our Managed Service Provider’s Service Center in Manila and Managed Print Services (MPS), ensuring consistent, high-quality, and cost-effective end-user support across the enterprise.

The position is accountable for the global service delivery strategy, operational performance, service governance, and continuous improvement of customer-facing support services that enable business productivity worldwide.

The role leads geographically dispersed internal teams, directs external managed service providers, and serves as the senior IT leader responsible for the Manila-based Global Service Desk delivery hub, a critical location for the organization's global support operations. This includes oversight of local IT operations, service performance, vendor management, talent development, and alignment of delivery capabilities with global business and technology objectives.

As the single point of accountability for Global Service Desk, the position establishes service strategy, performance standards, governance frameworks, and operational controls while ensuring compliance with corporate policies, regulatory requirements, and service-level commitments.

The role partners closely with senior IT and business leaders to drive digital workplace initiatives, optimize user experience, manage service investments, and deliver transformational improvements that enhance operational effectiveness and support enterprise growth.

Main Responsibilities

Lead day-to-day Global Service Desk operations, ensuring service levels, response times, ticket resolution targets, major incident management, and customer satisfaction objectives are consistently achieved across all regions. Provide operational leadership, direction, and governance to global support teams, proactively addressing service risks, resource requirements, performance trends, and escalations to maintain stable and effective support services worldwide.

• Manage the Manila Global Service Desk delivery center, including performance management, and operational oversight to support global business requirements. Provide leadership and governance for one of the organization's primary service delivery locations, ensuring adequate capacity, talent retention, operational readiness, and consistent execution of global support processes. Serve as the senior point of accountability for local service delivery performance, employee engagement, escalation management, and alignment with global IT objectives.
• Lead and develop IT support teams in Manila and globally through coaching, performance management, workforce planning, succession planning, and employee development. Foster a high-performance culture by setting clear objectives, building leadership capabilities, driving employee engagement, and ensuring teams have the skills and resources required to meet current and future business needs.
• Drive operational excellence, process standardization, and continuous improvement across Global Service Desk and end-user support functions. Lead implementation and adoption of ITIL-based practices, identify service improvement opportunities through performance analysis and customer feedback, and drive process efficiencies, automation, and standard operating procedures to improve service quality, consistency, and operational effectiveness
• Manage external service providers, contracts, and escalation processes, ensuring delivery of agreed service levels, contractual obligations, and performance expectations. Conduct regular service reviews, monitor vendor performance, resolve operational issues and escalations, and drive corrective actions and continuous improvement initiatives to ensure reliable, cost-effective, and business-aligned service delivery.
• Define, monitor, and report on KPIs, SLAs, and service performance metrics to measure operational effectiveness and customer experience. Develop and maintain service performance dashboards, analyze trends and root causes, identify risks and improvement opportunities, and provide regular reporting and recommendations to IT leadership and key stakeholders to support informed decision-making and service optimization.
• Contribute to global IT strategy and transformation initiatives by aligning support services with business and technology objectives. Lead and support the implementation of new tools, processes, and service models that enhance end-user experience, improve operational efficiency, and modernize service delivery capabilities across the enterprise.
• Manage relationships with business and IT stakeholders across functions, regions, and organizational levels to ensure support services meet business needs and expectations. Facilitate communication, align priorities, address service issues and escalations, and provide guidance on service capabilities, improvements, and operational impacts to drive effective collaboration and customer satisfaction.