Wrist Service Center is looking for an IT Delivery Center Head who will assume the overall leadership responsibility for the Manila-based delivery center including staff management as well as vendor relations management. You will be responsible for people management, hereunder performance management of the team's personal development and coaching of direct reports, quality assurance, continuous service improvement, and vendor management.
What you'll be doing:
General
- Develop the overall strategy for the Delivery Center setting the direction for future scope, expansion as well as setup options.
- Manage and develop the Manila-based service & support center ensuring that the center can deliver market-leading IT services (cost and quality) to the whole of the Wrist Group.
- Manage Manila-based deliveries according to agreed SLAs for the specific deliveries.
- Drive “left shifting” to increase the work carried out in the Manila Delivery Center.
- Drive “continuous service improvements” across the different IT teams.
- Develop additional value-adding services out of the Manila delivery center within IT areas jointly with other business leaders.
- Keep close contact with key end-user representatives directly or through business partners to ensure technologies are providing valuable information-sharing capabilities to customers.
- Lead the effort in creative approaches to problem-solving and quality deliverables supporting business needs.
- Coordinates business continuity efforts, including business resumption, disaster recovery, service-level agreements, and vendor selection People and Team Leadership.
- Direct and coordinate activities of project personnel to ensure the project progresses on schedule and within budget.
- Communicate plans, status, and issues to relevant higher levels of management (e.g. business unit leadership and CFO).
Leadership and Performance Management
- Establish a performance-driven organization adhering to Wrist Group standards.
- Impose the Wrist Group culture in the center.
- Stakeholder Management including communication to Management, Team, and Stakeholders.
- Provide leadership and motivation to direct reports.
Vendor Management
- Actively managing all aspects of the day-to-day relationship with GPM relevant to the IT organization in the center.
- Fully leveraging the capabilities of partners to improve day-to-day operations.
Finance Management
- Manage budget as well as deliver benefits set out in the business case for the Manila Delivery Center.
- Ensure cost transparency across all service areas in Manila
- Ensure cost allocation to relevant cost centers when utilizing team members for non-support activities.
Documentation and record responsibilities
- Monthly management reporting of the center's performance along with financial reporting on budgets.
What we're looking for:
- Bachelor's degree (or equivalent) in Information Technology or Computer Science
- Experience in Project Management, Stakeholder Management, and Financial Management.
- Solid experience with general management as well as managing service deliveries.
- Proven track record as a people manager and solid leadership background.
- Skilled in change management and organizational development.
- Broad business understanding leading to strategic focus in a department that services all levels of the Wrist Group.
- Strategy development capabilities as well as the ability to lead and communicate strategies, plans, and business cases convincingly at the senior management level and take a structured approach to stakeholder management.
- Full understanding of the majority of the functions in a truly global organization.
- Good English language skills.
- Ability to link Business and IT to provide services to the business.
- Broad knowledge of delivering services in international organizations.
- User-centric and good customer acumen.
Location: Times Plaza Building, U.N. Avenue corner Taft Avenue, Manila
