With a customer-centric mindset, this leader will drive process optimization, implement AI and automation, champion culture change, and elevate TechServices  revenue per headcount and as a Tier 1 Customer Support model. The ideal candidate will have strategic vision with strong stakeholder management, influence management, deep knowledge of international standards, and experience scaling robust Technology Services with the current product ecosystem– including Workspaces, outsourcing, and employer of record (EOR) services in the Philippines.

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Key Responsibilities:

● Technology Transformational Initiatives:

○ Drive cross-functional transformation programs focused on process improvement, Technology Services organizational culture, and operational excellence.

○ Define and implement strategic programs that align with long-term business goals and deliver measurable outcomes.

○ Perform technology organizational design in conjunction with resource management and development of a technical talent pipeline

● Customer Support & Operations:

○ Lead Tier 1 Customer Support by driving resolution with multiple stakeholder teams including Cloud Network Operations, Cloud Security Operations, Customer IT teams, third party SaaS / PaaS teams, etc.

○ Develop and oversee metrics for incident resolution (e.g. MTTR, MTBF, ticket reopen rates), customer satisfaction (e.g. CSAT, NPS, FCR), and service level agreement and compliance (e.g. system availability up-time, ticket closure rates)

● Tech Service Productization:

○ Productize scalable TechServices that can be packaged with existing offerings (e.g., Workspaces, Teams/EOR)

○ Collaborate with the Sales and Product teams to develop go-to-market strategies and post-sales support models for new service offerings

○ Determine strategy and incentives for commissioned sellers and/or seller teams

● Operational Excellence Programs

○ Incubate and lead new programs that drive innovation, automation, and process standardization across the organization

○ Establish governance models and KPIs to ensure consistent delivery and accountability

○ Create a technical leadership program to support employees in both their technical skills development with leadership skills, further providing a talent pipeline, succession planning, and scalability

○ Emphasize Risk Management (identify, track, resolve) throughout processes and the potential impacts to the business

● Cultural Impact:

○ Champion a values-driven culture that fosters innovation, curiosity, ownership, authority, healthy conflict, and transparency.

○ Baseline the current culture and determine the behaviors to shift or the behaviors to further encourage and practice

Qualifications:

● 7+ years of experience in IT, preferably in a telco environment.

● 8+ years of supervisory, management experience leading manager or non-management employees, vendor employees, and/or contractors.

● 5+ years of experience working at, within, or interfacing with an IT / Network services support model for Global Fortune 500 customers.

● Experience in a B2B environment, especially aligning Sales with Technical Services or Technical Operations in a global integrator solutions model.

● Proven experience in culture transformation with an additional background in Diversity, Equity and Inclusion at a multinational firm.

● Exceptional cross-functional leadership, program management, communication at the executive level, internal, or external (customer-facing), and change management skills.

● Previous exposure to outsourcing models and/or EOR services internationally or in the APAC region is highly desirable.

Preferred Competencies:

● Strategic thinker with operational discipline.

● Culture change champion.

● Strong customer advocacy and experience in scaling support operations.

● Skilled in working with distributed teams and global delivery models.

● Comfortable navigating ambiguity and leading through change.

● Diversity, Equity, and Inclusion advocate.

● Project Management (PMP) certified

● Certified / trained in Cybersecurity fundamentals, Agile, Lean Six Sigma, Design Thinking, other technical courses.

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!