Remote DCX Senior Manager of IT Service Management

While day-to-day execution and process ownership reside with those teams, the Senior Manager is accountable for service quality, performance, and user experience. This role partners closely with the Director of IT Service Management and the broader IT leadership team to ensure services are delivered in alignment with organizational priorities.

REQUIRED CORE COMPETENCIES:

• Service Orientation: Demonstrates a passion for delivering high-quality IT services, fostering a culture of accountability, responsiveness, and continuous improvement across all service functions.
• Communication Skills: Excellent verbal and written communication skills to effectively align technical teams with business objectives and interact clearly with stakeholders at all levels.
• Analytical Thinking: Ability to translate ITSM metrics and performance data into actionable insights that drive service improvements and informed decision-making.
• Cross-Functional Collaboration: Ability to work effectively across multiple departments and stakeholder groups, building cooperative relationships that support shared IT and business goals.
• ITSM Technical Proficiency: Ability to independently navigate ITSM platforms and tools, champion ITIL process adherence, and ensure data integrity and governance across all service management functions.

WHAT YOU WILL DO

• Lead, coach, and hold accountable leads and team members within IT Support, IT Facilities, and Procurement & Asset Management.
• Establish clear expectations, goals, and performance metrics aligned to IT and business objectives.
• Foster a service-oriented culture focused on accountability, responsiveness, and continuous improvement.
• Ensure teams are appropriately structured and resourced to meet current and future service demands.

• Support and execute the overall IT service delivery model and maturity roadmap defined by leadership.
• Ensure ITIL-aligned processes for incident, request, problem, change, and knowledge management are consistently followed.
• Oversee service desk operations to ensure SLA adherence, effective escalation, and timely resolution of issues.
• Drive improvements in end-user satisfaction through service quality, communication, and proactive support practices.

• Provide operational oversight for the full IT asset lifecycle, including procurement, inventory, deployment, maintenance, and disposal.
• Ensure purchasing, vendor management, contract compliance, and licensing controls are effective and auditable.
• Oversee IT Facilities operations, including physical infrastructure, access controls, and office-related IT services.

• Track and review service performance metrics, KPIs, and trends across all IT service domains.
• Use ITSM data to identify systemic issues, capacity constraints, and improvement opportunities.
• Partner with IT leadership to prioritize and execute service and process enhancements.

• Align IT service delivery with business needs, growth plans, and operational requirements.
• Collaborate with the IT Operations team to ensure services meet security, risk, and governance standards.
• Support the Director of IT Service Management with strategic initiatives related to end-user services, tooling, and operational scalability.

• Education: Bachelor's degree in Computer Science, Information Technology, or a related discipline (or a combination of education and equivalent experience).
• Experience: At least 3 years of experience in enterprise IT operations, including supervisory or lead roles.
• Language Proficiency: Strong verbal, written, and English communication skills.
• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
• Technical Skills: Proficiency in most Microsoft Office Applications, databases, and software.
• Industry Specific Software/Knowledge:
• Demonstrated experience leading teams or senior staff responsible for IT support, procurement, assets, or facilities.
• Strong working knowledge of ITIL practices and IT Service Management frameworks.
• Experience operating in a metrics-driven, SLA-focused environment.
• ITIL certification or equivalent practical experience strongly preferred.

• Salary Range: Php 100,000
• Job Type: Full-time
• Work Shift: 8:00 AM - 5:00 PM CST (USA)
• Workdays: Monday through Friday (USA)
• Benefits of working with us:
• Industry-leading salary packages
• Permanent work-from-home setup
• Company equipment provided
• Internet stipends upon regularization
• HMO Coverage
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!