Job Summary:
The Technology Operations Manager is responsible for people leadership, capability development, and escalation ownership for a globally aligned Technology Operations team. This role operates within the AGS global operating model and is not accountable for day-to-day delivery prioritisation or ticket management, which sits with Team Leads.
Responsibilities
- People Leadership & Engagement - Lead, develop and inspire a team aligned to NA support . Own performance management, coaching and career development. Drive engagement, retention and team culture. Lead succession planning and talent pipeline development. Lead workforce planning, hiring and resource allocation to ensure optimal team capacity, capability alignment and coverage across Global Operations. Act as the Manila site leader for Technology Operations, driving local engagement, operational alignment and strong connectivity with global and regional stakeholders
- Escalation Ownership & Risk Management - Act as primary escalation point for technical and process issues. Own complex, high-risk escalations and stakeholder alignment. Partner with Leads and COE on root cause resolution.
- Capability Development & Quality Improvement - Drive technical and functional capability uplift. Embed global standards and best practices. Use trends to identify training and improvement opportunities.
- SLA & Performance Accountability -Ensure direct reports consistently meet agreed SLA and EBR targets. Monitor SLA adherence across the team and address underperformance. Partner with Leads to ensure delivery practices support SLA achievement. Use SLA data to drive coaching, accountability and continuous improvement.
- Stakeholder & Partner Management- Build strong internal and external stakeholder relationships. Act as a trusted escalation contact for NA programmes. Support EBRs with insight and context.
- Global Alignment & Operating Model Execution -Ensure adherence to AGS global Tech Ops operating model. Drive consistency in behaviors and outputs.
- Continuous Improvement & Operational Maturity -Identify efficiency and automation opportunities. Support data-driven decision making. Drive continuous improvement mindset. Drive Strategic direction for Technology Operations by identifying trends, anticipating future business needs and translating insights into scalable, value driven initiative aligned to Global objectives
