Technology Operations Senior Manager
Salary: ₱200,000 – ₱240,000 per month
About the role
This role involves leading globally distributed teams and collaborating across multiple geographies, cultures, and time zones to deliver consistent service outcomes and drive operational excellence. You will leverage AI-driven service management capabilities, including predictive analytics, intelligent automation, virtual agents, and generative AI solutions within IT support environments. The expected span for 2026 is 44 FTEs and is expected to grow.
Key responsibilities
Lead globally distributed teams across multiple geographies, cultures, and time zones
Deliver consistent service outcomes and drive operational excellence
Evaluate, implement, and optimize self-service experiences using modern AI chatbot ecosystems and conversational AI platforms
Manage Contact Center as a Service (CCaaS) platforms and omnichannel support technologies, including voice, chat, email, virtual assistants, and digital engagement channels
Identify emerging technology trends and translate innovations in AI, automation, and digital workplace services into practical business and operational value
Partner with global technology, business, vendor, and executive leadership teams to drive strategic transformation initiatives
Manage end-to-end SLA management and global governance
Implement projects aligned to ITIL Framework
About you
Demonstrated experience leading globally distributed teams
Strong understanding of AI-driven service management capabilities, including predictive analytics, intelligent automation, virtual agents, and generative AI solutions
Hands-on knowledge of modern AI chatbot ecosystems and conversational AI platforms
Experience with Contact Center as a Service (CCaaS) platforms and omnichannel support technologies
Familiarity with Agentic AI frameworks, workflow orchestration, and autonomous support solutions
Strong people leadership skills
Understanding of service desk operations
Understanding of CCaaS tools such as Genesys, Nice, or Cisco
End User Computing expertise, particularly in Citrix and VMware
Knowledge of ITIL Framework
Strong stakeholder management skills and vendor management experience
Demonstrated commitment to continuous learning and technology modernization