Job Title

APAC Technology Ops Hub Lead

Job Description Summary

The APAC Technology Ops Hub Lead is a Manila-based leader for ensuring the success of client technology roles, such as account dedicated technology SMEs, system administrators, BI developers/analysts, and data governance and IT operations resources. They will be focused on enhancing operational performance and service standards, supporting hiring and onboarding for new accounts, driving the development of best practices, processes and SOPs in the delivery of Technology Client Care in the region. The role acts as a Program Manager for multi-account initiatives that uplift the maturity of technology usage and adoption on accounts and provides consistency in technology implementation and support across the region. The role reports to the Head of APAC Client Technology Solutions & Success and works closely with the APAC Technology Client Care Lead to scale shared services, to drive consistency in technology support and improve client care outcomes.

Job Description

Core Responsibilities:

• Regional Operations Hub Oversight: Provides operational direction, governance, performance management and oversight for the Ops Hub Client Tech services; establishes reporting, governance forums and escalation pathways for transparency to APAC and global leadership.
• Standards & Service Consistency: Defines hub-wide standards across system administration, BI development, data governance, change/incident/request management and IT operations runbooks; aligns local execution to the global C&W operating model.
• Multi-Account Program & Project Management: Manages strategic client programs through disciplined project management (scope, milestones, owners, dependencies, risks, decisions, status reporting) across multi-account initiatives such as change control, on/offboarding, data services, training, audit and compliance, with strong governance and measurable outcomes.
• Process Improvement & Transition Standardization: Closes gaps across transition (sales → delivery → client care), implementation and steady-state operations; drives both upstream improvements (project plans, training, knowledge transfer, hypercare) and downstream improvements (client care operations).
• Shared Services & Operations Scaling: Plans, builds and scales System Admin Center of Excellence, BI Centre of Excellence, Data Governance and IT operations services from the hub; supports capacity planning, headcount forecasting, budget, service catalogues, service levels and escalation paths.
• Innovation, Automation & Artificial Intelligence Adoption: Drives a culture of innovation by identifying opportunities to apply automation, low-code tooling, generative AI and Agentic AI to ticket triage, knowledge management, reporting, data quality, testing, documentation and routine system administration, reinvesting human capacity into higher-value advisory and solution development work. Partners with global Innovation, Product and Data teams to pilot and scale emerging tech, positioning the hub as a future-ready service capability rather than a traditional support function.
• Team Leadership, Talent & Knowledge Management: Builds and mentors the hub team, supports hiring/onboarding/capability development, advances knowledge management through SOPs, runbooks, training materials and reusable assets; represents the hub in regional/global forums.
• Training, Awareness & Stakeholder Communications: Support the development of training and knowledge-sharing practices between accounts regionally and globally, including the communication of new products, upgrades, enhancements, and emerging technology pilots, in partnership with Product and L&D leads. Engage with key business stakeholders to discuss technology adoption, surface concerns, and align on ongoing account technology needs in partnership with the APAC Technology Client Care Leader.

 

 

 

INCO: “Cushman & Wakefield”