ITaaS Manager - PH

Remote

Part Time to Full Time

Pandoblox

Manager/Supervisor

ABOUT THE ROLE:

The Strategic ITAAS Consulting Manager is a pivotal leadership role responsible for overseeing the successful delivery and strategic evolution of IT-as-a-Service (ITAAS) offerings to a portfolio of key clients. This role requires a blend of technical expertise, advanced financial acumen, and exceptional consulting skills to ensure service excellence, drive continuous improvement, and act as a trusted advisor to senior executives.

RESPONSIBILITIES:
The successful candidate will focus on strategic execution and measurable outcomes, including:

Strategic Roadmapping: Execute the organization's technology and ITAAS strategy, assessing client needs, identifying transformation opportunities, and aligning IT initiatives with overall business goals.
Service Delivery Excellence: Define and lead opportunities to enhance IT service delivery across client engagements, implementing best practices, process improvements, and automation to increase efficiency, quality, and business value.
Performance & Governance: Conduct recurring service ticket report reviews, perform advanced analysis of trends and KPIs, and utilize these insights to proactively manage service health and resource allocation.
Leadership & Escalation: Serve as the final escalation point for critical service issues and case management, driving timely resolution and conducting root cause analysis of infrastructure problems to develop robust resolution and prevention plans.
Financial Management: Manage the P&L for assigned ITAAS accounts, ensuring resource optimization, forecasting costs accurately, and providing assistance with identifying and scheduling service requests that fall outside of contracted services.
Talent Development: Work with the recruitment team to conduct technical interviews, provide expert feedback, and mentor junior engineering and service management resources.

REQUIREMENTS:
We are looking for a leader who can deliver strategic value from day one:

Experience: 8+ years of progressive experience in IT, with at least 5+ years in a technical leadership or ITAAS/ITSM Manager role, ideally within an IT consulting or managed service provider environment.
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience and certifications.
ITSM Expertise: Strong knowledge of leading ITSM frameworks, such as ITIL (certification highly desired), COBIT, or ISO 20000.
Tool Proficiency: Proven proficiency in implementing, customizing, and managing enterprise ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell, JIRA Service Management).
Consulting Skills: Demonstrated excellence in analytical, problem-solving, and project management skills, including organization, planning, and prioritization of complex, multi-client engagements.
Leadership: Proven experience in leading significant ITAAS projects and managing high-value client relationships and expectations.

Advanced Senior Skills (Highly Desired)

Reporting and Presentation experience: Demonstrated success in building trusted advisor relationships with client stakeholders and influencing IT strategic decisions, prioritizations, and roadmaps.
Operational budgeting & Client engagement P&L Tracking:
Direct experience with P&L responsibilities, budget forecasting, and leading complex vendor management or IT sourcing contract negotiations.
Cloud Service Management: Strong architectural understanding of service management and operational best practices across major public cloud providers (AWS, Azure, GCP).
Automation Focus: Expertise in leveraging advanced automation, AI, and orchestration technologies to transform service delivery models.
Risk & Compliance: Practical experience integrating GRC (Governance, Risk, and Compliance) requirements (e.g., SOC 2, ISO, HIPAA) into service delivery processes.

Logistics & Contract Terms

Opportunity Type: Short-term, project-based contract (specific duration to be determined per engagement).
Schedule: Must be willing to work during US Pacific timezone (8am - 5pm PT) or during client hours as required.
Equipment: Must possess a fully functional and up-to-date computer and willing to install necessary next-generation endpoint protection provided by the company.

NOTE:

This is a remote (work from home) opportunity.

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