IT Service Delivery Lead

• Effectively partner with the co-Leaders/Senior Leaders/Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
• Effectively manage daily operations on the team assigned by coordinating efforts with peers onsite and multisite, including Business unit and stakeholders.
• Provide management input with respect to staff performance, identify training gaps and development opportunities.
• Discuss Business Unit feedback on a real-time, daily, weekly, and monthly basis with the team.
• Adapt to Business Unit’s strategy and align with any changes to the Team Member particularly with the support model and goal.
• Conduct regular coaching, performance assessment and quarterly update of the individual development plan of each staff member.
• Liaise with supporting departments to optimize service delivery; coordinate and relay information; identify potential problem areas and resolve or escalate them.
• Review, collect, and summarize Operational Metrics monthly and conduct business/governance review with stakeholders.
• Ensure team documentations (SLA, SOP, SoW, Operational Management, etc.) are up to date and meet the standard set by the company.
• Review, analyze and recommend improvement for capacity management in terms of workload and utilization.
• Perform analysis on SLA and implement process improvements to further improve team performance.
• Review of performance incentives of the team.
• Manage and participate in projects and other duties as required.
• Work closely with the training departments to support ongoing training initiatives for the team.
• Partner with HRM about HR issues and concerns, including disciplinary action cases.
• Collaborate with other Cebu Leader(s) for any Cebu-related engagements, activities and events for GTec PH and in MBPS Cebu.

• Five (5) or more years of IT Experience with bachelor’s degree in Computer Science, Information Technology, Information Systems, or any related course.
• With innovative and process improvement mindset in alignment to new technology.
• Have good organizational, multi-tasking and time management skills with the ability to be flexible and adaptive to changing environments and strategy, and to work independently and meet tight deadlines.
• Expected to perform as an effective leader (set goals, provide feedback, define accountabilities, etc.) to staff.
• Excellent escalation handling, coaching, planning, organizing and performance management skills.
• Able to build and maintain honest, ethical and fair relationships with direct reports, peers, supervisors and customers.
• Amenable to work on a hybrid set-up (3x a week onsite) at Mactan Newtown Center (Cebu).
• Amenable to work in any shift schedule assigned (morning/mid-shift; but flexible depending on business need).

• Leadership experience in the IT/Investment industry.
• Excellent analytical, problem-solving, and communication skills (both written and oral).
• Team-oriented yet able to work independently – proven ability to multitask both independently and within a team.
• Ability to understand business process requirements and using technology, conceptualize creative solutions through implementation.
• Client and action-oriented, creative and proactive thinker.

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

Manulife