Are you ready to make an impact? We are hiring for an IT Operations Head (Director level) based in our BGC, Taguig facility.

Join Infosys BPM Philippines and jumpstart your career!

Position Overview: We are seeking an experienced and dynamic Head of IT to lead our IT Service, Support, and Operations division. In this role, you will be responsible for consolidating and actioning regional business inputs, evaluating technology and service roadmaps, assessing business impacts and risks, and executing delivery management. Your goal will be to formulate the department's business plan, enhance technology solutions, manage escalations, and mitigate risks in alignment with organizational strategies

Key Responsibilities:

• Business Strategy Alignment: Consolidate, review, and provide regional inputs to align project requirements with the organization's business strategy, ensuring the development of a comprehensive departmental business plan

• Vendor Evaluation: Participate in the vendor evaluation process by consolidating and presenting results, assisting in deployment planning and product evaluation

• Metrics and Reporting: Review relevant metrics and provide region-specific insights to the service team, facilitating the definition of a robust monitoring and reporting framework

• Financial Planning: Project financial requirements, including Capex, Opex, licensing, and service costs, to obtain budget allocations and plan expenses for resource procurement essential for service delivery and support

• SLA Management: Analyze and implement action plans to adhere to defined SLAs, ensuring compliance and monitoring across regions to meet approved targets

• Quarterly Reviews: Review and analyze service metrics, prepare presentations for quarterly reviews with unit heads and stakeholders, and initiate actionable plans based on feedback until compliance is achieved

• Training and Development: Identify training needs within the team and provide inputs to enhance team competency and performance

• Operations Optimization: Review operations statistics and ensure optimal utilization of data communication assets to meet business needs

• Asset Management: Define and implement processes for Hardware and Software Asset Management, ensuring compliance and initiating improvements

• Communication: Develop and communicate IT service policies, processes, service availability, and reporting, creating templates to ensure users are informed and compliant with updates

Key Requirements:

• Minimum of 18+ years of relevant experience in IT leadership roles, managing medium to large teams in IT Operations

• In-depth understanding of Business Process Outsourcing (BPO) or Business Process Management (BPM) operations

• Hands-on technology experience and a well-rounded understanding of the Global Delivery Model (GDM)

• Exceptional communication skills with the capability to make critical business decisions effectively

• Strong people management skills, driving team efficiency in a fast-paced environment

• Proven ability to build and maintain strong client and stakeholder relationships, fostering long-term partnerships

• Collaborative team player with a focus on process optimization and quality

• Must be amenable to work on-site in BGC, Taguig, and be available for a US shift schedule

• Immediate availability is preferred

Educational Qualifications:

1. Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field

2. Master's Degree (MBA or Master's in IT Management) is highly preferred, demonstrating advanced knowledge of business and technology integration.

Professional Certifications: (If Any)

1. ITIL (Information Technology Infrastructure Library): Certifications such as ITIL Foundation or ITIL Practitioner, which demonstrate a solid understanding of IT service management best practices

2. Project Management Professional (PMP): To validate skills in project management and delivery

3. Certified Information Systems Security Professional (CISSP): For a strong understanding of IT security aspects in operations

4. COBIT (Control Objectives for Information and Related Technologies): To ensure good governance and management of enterprise IT

5. Microsoft Certified: Azure Solutions Architect Expert (or similar): Relevant for overseeing cloud services and architecture

6. Agile/Scrum Certifications: Such as Certified ScrumMaster (CSM) or Agile Certified Practitioner (PMI-ACP) for understanding agile methodologies in IT service delivery

Additional Skills and Qualifications:

• Extensive experience in IT operations and strategic planning

• Familiarity with emerging technologies and digital transformation

• Strong understanding of IT service management, vendor management, and compliance

• Proven leadership and people management skills, emphasizing team development

Why Infosys BPM Philippines?

• Quarterly Performance Bonus

• 24 Leaves annually

• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire

• Outstanding career development opportunities and fast track career progression

• Enjoy a fair work-life balance.

• Learning and Development Trainings

• We value Inclusion and Diversity

• Great Place to Work - Certified

Office Location: 23/F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines.

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines”

Please refer to job description.