IT Operations Manager

At VBP, we believe that innovation and collaboration lead to success. Ready to grow, learn, and lead with us?

Apply today and unlock your future!

Overview of the Role

The IT Operations Manager will oversee the delivery and management of the VBP managed services offering, ensuring support for clients.

This role requires operational leadership and a proven track record in managing service delivery teams to meet service level agreements (SLAs) and client expectations.

Main duties include:

• Oversee end-to-end delivery of managed services, including basic troubleshooting and issue resolution and advanced technical support operations.
• Responsible for providing specialized knowledge and expertise in the management, maintenance, and optimization of IT infrastructure and services.
• Manage, mentor, and develop a team of support engineers and analysts, fostering a culture of excellence and accountability.
• Act as the primary point of contact for key stakeholders, ensuring satisfaction, addressing escalations, and maintaining strong relationships.
• Work closely with cross-functional teams, including development, security, and support teams, to ensure seamless IT service delivery.
• Develop and implement processes to improve service efficiency, reduce downtime, and enhance response times, leveraging ITIL best practices
• Track and report on key performance indicators (KPIs) such as SLA compliance, ticket resolution times, and client satisfaction scores.
• Manage relationships with third-party vendors and service providers to ensure seamless integration and support.
• Manage operational budgets, optimizing costs while maintaining service quality.
• Identify opportunities for automation, tool enhancements, and service improvements to drive operational excellence.

Successful applicants should:

• A graduate in BS Information Technology, Computer Science, or a related field.
• With 10 years of working experience in the management and delivery of IT managed services.
• Strong understanding of IT infrastructure, cloud services, networking, and support ticketing systems (e.g., ServiceNow, Zendesk).
• Must be familiar with ITIL frameworks and processes, with ITIL v3/v4 Foundation certification (or higher) required.
• Exceptional communication and interpersonal skills, with experience managing client relationships and handling escalations.
• Demonstrated experience in designing and implementing ITIL-based processes or similar service management frameworks.
• Strong analytical skills with the ability to troubleshoot complex operational and technical issues.
• ITIL v3/v4 Foundation certification is mandatory. Additional certifications such as PMP, CompTIA, Microsoft, or Cisco are a plus.

• Residence within Cebu
• Able to work hybrid

Benefits you and your family can enjoy:

• 500K per incident HMO coverage + Dependents
• Dental & Optical benefits
• 2-week paid Christmas vacation
• 25K Educational Assistance
• Interest-free company loans
• Career Development Programs
• Child-friendly office
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM