Manager IT Site Operations

Role Overview

The Site Manager, IT Ops will play an active leadership role in a variety of contexts, from people management and technical guidance to incident management.

Specific Duties And Responsibilities

• Manages the NQX PH IT support and delivery portfolio in the Philippines (depends on which site to manage).
• Oversee the support and maintenance of all site IT infrastructure, processes, personnel and business continuity of critical technology services.
• Develops IT knowledge within NQX PH, particularly in the IT support, superusers and SME teams.
• Assists with Senior Manager, IT Operations, IT Director and VP with IT process and strategy development, responding to technology and business changes.
• Develop and Improve strategy to improve IT Service delivery
• Responsible for the management of IT assets, both onsite and work from home equipment.
• Enforces excellence in service delivery, while ensuring maximum issue resolution in minimum time.
• Recommends adjustments to systems, equipment or processes to enhance operating efficiency in service delivery.
• Responsible for the overall performance monitoring, coaching and evaluation of the IT support team.
  
  

• Technical Expertise: Experience in Cloud Infra, Azure, 0365, Service Desk & IT Front End Ops. Good understanding of Network and Voice Infra. Experience with IT Asset Management solution.
• Operational Excellence: ITIL Framework Knowledge. Process Optimization.
• Leadership and People Mgt: Team Leadership, Conflict Resolution, Training & Dev
• Communication & Collaboration: Stakeholder Mgt. Reporting & Documentation. Cross-Functional Coordination.
• Security & Compliance: Cybersecurity Awareness. Risk Mgt & Audit Readiness
• Problem-Solving & Decision-Making: Analytical Thinking. Crisis Mgt. Strategic Planning.
  
  

• Project Management: Ability to manage IT Ops projects.
• Business Acumen: Understands how IT operations impact business objectives.
• Change Management: Communicating effectively during transitions to minimize disruption.
• Customer Service Orientation: Building strong relationships with internal stakeholders
• Continuous Improvement & Innovation: Identifying opportunities for automation and efficiency. Staying updated on emerging technologies and best practices.
  
  

• Bachelors/College Degree or equivalent, certified to ITIL practitioner level.
• 5 yrs+ technology related roles, with proven leadership track record.
  
  

• Experience managing technical teams.
• Effective in delegation, creating and driving a high-performance team environment.
• Possess strong leadership, communication and management skills
• Experience with establishing and maintaining highly standardized process environments.
• Fluent in the English language (both written and verbal)
• Experience working as a technical resource in the BPO Call center space, overseeing the Business Ops and IT relationship.
• Detail and process oriented, able to enhance or create a process driven operating framework.
• Experience in different Cloud Infrastructure, Azure, Office 365
• Experience with Citrix, VMware.
• Experience with IT Asset Management solution.
• Good understanding of Network and Voice Infrastructure
• Preferably has experience with Service Desk and IT front end Operations
  
  

• Work Onsite
• Ability to work in a 24 X 7 rotating shift environment. Night shifts may be required
• Ability to operate independently, with decision making skills in potentially high stress situations.