IT GCC General Manager - #35144 at Manila… · Makati

The IT GCC General Manager will provide strategic and operational leadership for the Philippine Global Capability Center, ensuring the delivery of high-quality technology services and business support to global stakeholders. The role will be responsible for overseeing site operations, driving organizational effectiveness, developing leadership capability, and fostering a high-performance culture while maintaining strong alignment with global IT and business leadership teams.

Duties and Responsibilities:

Service Delivery & Operational Excellence

· Ensure high-quality IT service delivery aligned with SLAs and business expectations

· Manage ramp-up, transition, and scaling activities while ensuring delivery continuity

· Implement standardized delivery frameworks and processes

· Oversee facilities, infrastructure, and local vendors to maintain operational stability and ensure business continuity

GCC Governance & Strategy

· Act as co-owner of GCC performance with Central IT divisions

· Participate in governance forums and align GCC strategy with business goals

· Implement shared accountability (RACI) across operations and delivery

· Contribute to GCC maturity roadmap and capability evolution

· Ensure full compliance with Philippine Economic Zone (PEZA) regulations

Financial Management & P&L

· Own GCC budget, forecasting, and financial performance

· Drive cost efficiency and value realization initiatives

· Ensure transparent recharge and cost allocation mechanisms

· Provide financial reporting and performance analysis

Talent & Center Management

· Lead recruitment, onboarding, and talent retention strategies

· Build strong employer branding in local market

· Develop career pathways and workforce capabilities

· Manage employee engagement and retention

· Drive local Employer Branding initiatives to attract and retain top-tier IT talent in the highly competitive Manila market

Performance & Continuous Improvement

· Define and track KPIs across delivery, talent, and efficiency

· Drive automation, AI, and process improvement initiatives

· Monitor performance metrics including SLA adherence and employee engagement

· Collaborate on performance optimization initiatives

Stakeholder Management

· Act as primary interface between GCC, IT leaders, and support functions

· Ensure transparency on delivery, cost, and performance

· Drive stakeholder engagement and adoption of GCC model

Operating Model (Co-Owned GCC)

The GCC operates under a co-owned model with Central IT:

Central IT:

Owns technology strategy, backlog prioritization, and delivery execution

GCC:

· Owns talent ecosystem, local operations, and productivity enablement

Joint Ownership:

Continuous improvement, performance outcomes, and capability evolution

Must-have Skills / Qualification:

· Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management, or a related field

· At least 10 years of leadership experience in IT Shared Services, Global Capability Centers (GCC), or large-scale IT operations. Candidates with 5–6 years of relevant leadership experience may also be considered

· Proven experience leading multi-functional IT organizations, including Infrastructure, Enterprise Applications, Service Delivery, Service Desk, Cybersecurity, or related IT functions

· Strong experience partnering with global stakeholders, particularly across EMEA. Experience working with French stakeholders or organizations headquartered in France is highly preferred.

· Demonstrated ability to represent and advocate for offshore or shared services organizations at the executive level, influencing senior leadership and global decision-makers

· Strong understanding of the Philippine IT-BPM and shared services landscape, including talent availability, capability development, and market trends

· Experience managing senior leaders and managers, with a track record of building high-performing teams and driving organizational growth

· Solid knowledge of IT service management, operational excellence, service delivery metrics, and continuous improvement initiatives.

· Experience overseeing operational budgets, cost centers, financial planning, and resource management

· Strong communication, stakeholder management, and executive presentation skills, with the ability to navigate diverse cultural environments and build credibility with global teams

· Current awareness of emerging technology trends, including AI, cybersecurity, cloud technologies, and digital transformation initiatives

Advantageous or Nice to haves:

· Experience within logistics, transportation, supply chain, technology services, IT outsourcing, or multinational shared services organizations

· Direct experience leading or scaling a Global Capability Center (GCC)

· Exposure to full P&L ownership and financial accountability

· Familiarity with PEZA-registered operations, Philippine labor regulations, and local compliance requirements

· Experience supporting global transformation, automation, AI adoption, or organizational change initiatives

Advanced degree (MBA, Master's in Technology Management, or related field)