JOB DESCRIPTION
TITLE: Associate Process Manager – Technology Services RANK: Associate Process Manager Reporting to: Associate Program Manager – Technology Services Duties and Responsibilities: The Associate Process Manager – End User Support Group will lead and manage end-user technology support operations in the Manila – Philippines location. This role is responsible for ensuring consistent, high-quality IT service delivery to internal employees and client accounts, supporting both on-site and work-from-home environments. The ideal candidate will bring operational excellence, and a customer-centric approach to managing a large-scale, 24x7 support operation within a BPO or technology services environment. Strategic Leadership Execute the IT End User Support strategy aligned with business and client delivery goals. Drive digital workplace initiatives to enhance employee productivity and collaboration. Establish and track KPIs for service delivery, ensuring compliance with SLAs and client requirements. Partner with global IT leaders to standardize tools, processes, and support models. Operational Excellence Oversee daily operations of Service Desk, Desktop Support, and Support teams across different geographies and other onsite sites. Ensure 24x7 availability of IT support services, covering office-based and remote (WFH) users. Supervise incident, request, and escalation management through ITSM tools (e.g., ServiceNow, Jira, ServiceDesk). Manage asset lifecycle processes — procurement, deployment, maintenance, and retirement — in line with audit and compliance standards. Coordinate rollout of upgrades, migrations, and infrastructure changes with minimal business disruption. Governance, Security & Compliance Enforce IT policies, security standards, and compliance with global client and internal audit requirements. Collaborate with Information Security and Compliance teams to ensure endpoint and data protection. Maintain accurate documentation of processes, access controls, and incident resolutions for audit readiness. People & Vendor Management Lead and mentor a diverse team of IT professionals supporting multiple business units and client accounts. Drive team engagement, performance reviews, and training programs to strengthen technical and soft skills. Manage vendor relationships for IT equipment, managed services, and third-party support providers. Forecast staffing and budget requirements based on projected client growth and new site expansions. Innovation & Continuous Improvement Identify automation and self-service opportunities Regularly review user feedback and satisfaction scores to improve service experience. Evaluate new technologies to enhance remote support capabilities and endpoint management efficiency. Skills and Qualifications Bachelor’s degree in Information Technology, Computer Science, or related discipline Minimum 8 - 10 years of IT experience with at least 2 Year Experience in a leadership role managing large-scale end-user support or IT operations within a BPO, shared services, or technology company. Proven experience managing 24x7 IT operations across multiple delivery sites. Strong understanding of ITIL practices, endpoint management systems (e.g., Intune, SCCM), and ITSM platforms (e.g., ServiceNow). Familiarity with hybrid work setups and remote support environments. Experience working with global clients or multinational stakeholders preferred. Certifications (Preferred): ITIL Foundation / Intermediate, PMP or equivalent project management certification, Microsoft, Cisco, or other relevant technical certifications Strong leadership and stakeholder management skills. Excellent communication and problem-solving abilities. Deep understanding of ITES / BPO operational models and client-driven SLA requirements. Strategic planning and budgeting expertise. Adaptability to dynamic, high-volume operational environments.
