Job Information
Manulife IT Service Delivery Lead in Lapu Lapu City, Philippines
We are seeking an IT Service Delivery Lead to join our GWAM Team within the Segment Tech function at MBPS . In this pivotal role, Leader will need a strong track record of managing high‑performing teams and driving end‑to‑end delivery of technology solutions aligned with global strategic objectives. Leader will partner with MBPS management, Business Units, and cross‑functional stakeholders to ensure seamless execution of digital initiatives, operational excellence, and continuous improvement. Adept at translating business needs into scalable technology strategies, fostering collaboration across global teams, enabling innovation to support organizational growth and committed to building empowered teams, enhancing service delivery, and contributing to the success of the enterprise-wide Global Technology strategy.
Have the skills and experience for the job? Learn more about it below!
Position Responsibilities:
Effectively partner with the co-Leaders/Senior Leaders/Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
Effectively manage daily operations on the team assigned by coordinating efforts with peers onsite and multisite, including Business unit and stakeholders.
Provide management input with respect to staff performance, identify training gaps and development opportunities.
Discuss Business Unit feedback on a real-time, daily, weekly, and monthly basis with the team.
Adapt to Business Unit’s strategy and align with any changes to the Team Member particularly with the support model and goal.
Conduct regular coaching, performance assessment and quarterly update of the individual development plan of each staff member.
Liaise with supporting departments to optimize service delivery; coordinate and relay information; identify potential problem areas and resolve or escalate them.
Review, collect, and summarize Operational Metrics monthly and conduct business/governance review with stakeholders.
Ensure team documentations (SLA, SOP, SoW, Operational Management, etc.) are up to date and meet the standard set by the company.
Review, analyze and recommend improvement for capacity management in terms of workload and utilization.
Perform analysis on SLA and implement process improvements to further improve team performance.
Review of performance incentives of the team.
Manage and participate in projects and other duties as required.
Work closely with the training departments to support ongoing training initiatives for the team.
Partner with HRM about HR issues and concerns, including disciplinary action cases.
Collaborate with other Cebu Leader(s) for any Cebu-related engagements, activities and events for GTec PH and in MBPS Cebu.
Required Qualifications:
Five (5) or more years of IT Experience with bachelor’s degree in Computer Science, Information Technology, Information Systems, or any related course.
With innovative and process improvement mindset in alignment to new technology.
Have good organizational, multi-tasking and time management skills with the ability to be flexible and adaptive to changing environments and strategy, and to work independently and meet tight deadlines.
Expected to perform as an effective leader (set goals, provide feedback, define accountabilities, etc.) to staff.
Excellent escalation handling, coaching, planning, organizing and performance management skills.
Able to build and maintain honest, ethical and fair relationships with direct reports, peers, supervisors and customers.
Amenable to work on a hybrid set-up (3x a week onsite) at Mactan Newtown Center (Cebu).
Amenable to work in any shift schedule assigned (morning/mid-shift; but flexible depending on business need).
Preferred Qualifications:
Leadership experience in the IT/Investment industry.
Excellent analytical, problem-solving, and communication skills (both written and oral).
Team-oriented yet able to work independently – proven ability to multitask both independently and within a team.
Ability to understand business process requirements and using technology, conceptualize creative solutions through implementation.
Client and action-oriented, creative and proactive thinker.
When you join our team:
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.
Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .
Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com .
Modalidades de Trabajo
Híbrido