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.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field required; Master's degree preferred.
• Minimum 12+ years of progressive experience in IT Operations, End User Services, Service Management, or IT Service Delivery environments.
• At least 7+ years of leadership experience managing global, geographically dispersed IT support organizations and service delivery teams.
• Proven experience leading Global Service Desk, End User Services, or Digital Workplace support functions in a complex enterprise environment.
• Extensive experience in IT Service Management (ITSM) environments utilizing ITIL-based processes, governance, and service improvement methodologies.
• Strong background in Service Desk operations, end-user support models, customer experience management, and operational performance management.
• Experience leading internal teams as well as managing outsourced and managed service providers, including vendor governance, contract management, and service performance oversight.
• Demonstrated experience managing global support operations across multiple regions, cultures, and time zones.
• ITIL v4 certification preferred; Lean Six Sigma, PMP, Agile, or related certifications are advantageous.
• Experience with enterprise service management platforms such as ServiceNow.
• Strong vendor management, contract governance, and supplier performance management experience.
• Experience with operational budgeting, workforce planning, resource allocation, and cost optimization initiatives.
• Leadership, stakeholder management, communication, and influencing skills, with the ability to effectively partner with senior IT and business leaders globally.

Skills & Competencies

• Strong leadership and people development skills, with experience leading global, geographically dispersed teams and support organizations.
• Ability to balance strategic priorities with operational execution in a complex global environment.
• Expertise in IT Service Management (ITSM), service delivery, governance, and operational performance management.
• Strong stakeholder management and influencing skills across IT, business, vendor, and executive leadership levels.
• Excellent communication and relationship-building skills across cultures, regions, and organizational levels.
• Strong analytical and decision-making skills, with the ability to interpret KPIs, identify trends, and drive data-driven improvements.
• Proven vendor management, contract governance, and supplier performance management capabilities.
• Ability to lead through ambiguity and solve complex operational challenges with effective, scalable solutions.
• Strong focus on continuous improvement, process standardization, automation, and service excellence.
• Financial and business acumen with experience managing operational budgets, cost optimization initiatives, and resource planning.