IT End User Experience Manager APAC
Sealed Air Corporation
APAC/Oceania, Philippines, Makati
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Salary
Rank
Senior Manager
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
100% in office
Functions
Customer Service
IT
Reports to
IT Operations Lead
Level
N-2
Travel Max:
0%
Posting Date
08-17-2025
Description
Sealed Air Shared Services (Philippines) Inc. is seeking a strategic and experienced IT Operations End User Experience Regional Manager – APAC to join our IT Operations team. Reporting to the IT Operations Lead, this full-time role is based in Makati City, Philippines, and is responsible for leading end-user IT support services across the APAC region.
Key Responsibilities
- Team Leadership & Regional Oversight: Lead, mentor, and manage the APAC EUE team to ensure optimal service delivery, high end-user satisfaction, and performance against SLAs and KPIs.
- Operational Delivery & Escalation Management: Oversee day-to-day operations of end-user support across the region, ensuring incidents, service requests, and escalations are handled efficiently and professionally. Participate in high/critical incidents relative to region.
- Hardware Lifecycle & Refresh Management: Own planning, coordination, and execution of hardware refresh projects for PCs, printers, tablets, and peripherals across the region—balancing cost, risk, and end-user impact.
- Process Improvement & Innovation: Identify and implement opportunities to streamline support processes, drive automation, and improve end-user experiences—leveraging AI tools and modern ITSM capabilities where applicable.
- Strategic Planning & Initiative Execution: Work closely with regional and global EUE leadership to support roadmap initiatives and align to enterprise strategy. Own the delegation and follow-through of tasks to senior and junior team members.
- Cross-Functional Collaboration: Partner with Infrastructure, Security, Modern Workplace, and Business Units to ensure the delivery of cohesive and secure IT services.
- Governance & Standardization: Ensure consistent adoption of global standards, policies, and toolsets across the regional support function. Provide feedback for global process enhancements.
- Knowledge Management & Documentation: Promote and oversee documentation of troubleshooting procedures, FAQs, and knowledge articles to support consistency and enable faster issue resolution.
- Talent Development: Coach and grow team members, identifying development opportunities and ensuring skillsets evolve to support modern workplace technologies and evolving business needs.
- Metrics, Reporting & Accountability: Track regional KPIs, end-user feedback, ticket trends, and project milestones. Provide regular reports and performance insights to EUE leadership
Qualification & Requirements
- 5+ years of experience in IT End User Support or Infrastructure Operations, including 2+ years in a leadership or regional manager role.
- Proven success leading teams that support large-scale PC environments in distributed, global organizations.
- Strong technical background in Windows OS, desktop hardware, printing, mobile devices, and collaboration tools (e.g., Microsoft 365).
- Excellent communication, interpersonal, and organizational skills with a customer-first mindset.
- Ability to lead hardware refresh projects and plan support activities across multiple countries.
- Experience with ITSM tools (e.g., ServiceNOW) and strong understanding of ITIL processes (Incident, Request, Change).
Benefits
- Insurance Benefits
- Retirement Benefits
- Vacation Policy
- Other Perks and Benefits…
Company Profile
Sealed Air Corporation
Industry
Packaging and Containers Manufacturing
Revenue
$5.3B
Employees
16,400
Fortune 500 Rank
#621
Global 500 Rank
NA
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