Regional Operations Manager - up to 200K - Hybrid - BGC, Taguig City

We are looking for

Role: Regional Operations Manager
Setup: Hybrid, BGC Taguig City
Salary: up to 200k
Experience: Minimum 5 years experience delivering End User IT services within ITIL environments

Job Description:

1. Quality Assure the delivery of Workplace Technology services to WTW, including technology platforms, processes, and colleague experience

2. Accountable for the delivery of Workplace Technology services and support through a global Managed Service Provider and strategic service partners

3. Coordination of strategic Workplace Technology change delivery activities, through Local office Technology Refresh and BAU projects to ensure an orderly transition of change into standard operations and support arrangements

4. Partner with End User and Collaboration technology owners and other key stakeholders to articulate service challenges and business requirements to drive technology service capability enhancements.

5. Identify trends and performance gaps to drive Continued Service Improvement activities.

6. Manage vendors and service partners providing Workplace Technology services to ensure consistent alignment to service levels, standards and expectations.

7. Ensure coordination of major incidents and problem investigations are appropriately owned and managed

8. Ensure the completion of Root Cause Analysis activities are performed by the relevant vendors.

9. Work with Procurement and Finance teams to contribute towards and support appropriate financial mechanisms for vendor provided Workplace Technology services.

10. Conduct regular Service Reviews with key vendors and stakeholders

11. Escalate service risks to Technology and Business Operations leadership, as appropriate

Technology Areas: 
 - Conferencing and broadcasting
 - Enterprise Voice
 - Meeting space technology
 - Print
 - In-office desk/workstation technologies

Areas of Responsibility:
 - In-office Colleague experience
 - Delivery of technology through LOTR
 - Project delivery
 - Service performance management
 - Vendor management
 - Service improvement
 - Best practices and adoption
 - Operational Acceptance

Qualifications:
1. Minimum 5 years experience delivering End User IT services within ITIL environments

2. Ability to build strong working relationships to influence, network and collaborate with IT and business stakeholders

3. Exceptional foundation of technology, best practices, customer centric focus, and process orientation to deliver consistent services globally.

4. Experience in delivering or coordinating managed projects.

5. Actively promote ideas, proposals, influence strategy, encourage innovation and manage change.

6. Excellent and effective communication skills

7. Experience in global leading, planning and implementation.

8. Previous experience of delivering through Managed Service Providers

9. Assist in the implementation of solutions that are appropriate for the WTW environment.

10. Assist with business engagement to proactively identify and enhance service delivery capabilities

11. Ability to drive business adoption and increased customer satisfaction through the delivery of Colleague Experience focused activities