IT Manager, GBS Manila

Key Responsibilities

Team Leadership & People Management

• Lead and develop the local IT team, including hiring, onboarding, scheduling, coaching, and performance management.
• Foster a collaborative and service-oriented team culture aligned with iRhythm’s global IT standards.

IT Operations & Support

• Oversee day-to-day IT operations and service delivery at the GBS Manila site.
• Ensure timely and effective desktop support for all end users, including workstation, laptop, mobile, and software deployment and troubleshooting.
• Serve as an internal escalation point for critical IT issues and major incidents.

Infrastructure & Systems Coordination

• Collaborate with global IT and infrastructure teams to support and maintain local IT infrastructure.
• Contribute to the planning, rollout, and support of new systems and infrastructure projects.

Procurement & Vendor Management

• Manage local IT procurement processes, including vendor selection, purchasing, and inventory control.
• Ensure IT purchasing is cost-effective and aligned with organizational compliance standards.
• Build and maintain strong, productive relationships with local vendors and service providers.

Compliance & Security

• Support IT audits and ensure compliance with internal policies and industry regulations.
• Assist the Information Security and Infrastructure teams with the timely resolution of security-related incidents.

Service Management & Process Improvement

• Monitor IT service levels and gather performance metrics to report to senior leadership.
• Partner with Level 1 support teams on incident, problem, and change management processes.
• Drive continuous improvement initiatives and contribute to the development of operational procedures and standards.

Strategic Collaboration

• Collaborate with cross-functional business units to understand needs and deliver IT solutions that support operational goals.
• Participate in strategic planning, budgeting, and business case development for IT initiatives.

Documentation & Reporting

• Maintain accurate documentation of IT assets, configurations, policies, procedures, and support guides.
• Prepare and present IT operational and performance reports to leadership as required.

Qualification & Requirements

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or equivalent combination of education and experience.
• 10+ years of progressive IT experience, with 5+ years in a leadership or management role.
• Prior experience in a regulated industry (medical device, biotech, pharma, or financial and banking) is highly preferred.

Technical Expertise

• Hands-on experience in IT Helpdesk, Service Desk, Desktop Support, and infrastructure operations.
• Strong background in IT service delivery, incident resolution, asset management, and vendor coordination.
• Familiarity with data center environments and enterprise IT ecosystems.

Leadership & Operational Strength

• Proven ability to hire, develop, and lead high-performing teams.
• Skilled in workforce planning, scheduling, coaching, and performance management.
• Strong execution mindset with a focus on KPIs, service metrics, and operational reporting.

Service Management Mindset

• Deep understanding of ITIL best practices, including Incident, Problem, and Knowledge Management.
• Experience leading process improvements, optimizing workflows, and ensuring SLA adherence.

Communication & Collaboration

• High-level communication skills—clear, confident, and effective across technical and non-technical stakeholders.
• Strong interpersonal skills and the ability to partner across departments and all levels of leadership.

Benefits

• Financial + Retirement
• Office Perks
• Health Insurance + Wellness
• Vacation + Time Off
• Other Perks and Benefits…