The IT Service Delivery Lead manages teams of technologists with a focus on facilitating the team operations to ensure all deliverables are executed in accordance with service levels agreed with the Business Unit.

Key Responsibilities:

• Effectively formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
• Effectively manage daily operations of the team assigned by coordinating efforts with peers onsite and offsite.
• Establish strong ITIL-based process governance across the teams managed.
• Drive operational efficiencies and cultivate innovative mindset among team members.
• Build and maintain high performing teams
• Provide coaching & guidance for technologists to increase engagement and drive productivity
• Execute on resource planning and support career development activities
• Responsible for Governance, Reports, and Continual Improvement.
• Ensure compliance to work process standards and guidelines.
• Other Duties and Responsibilities assigned by the immediate manager.
  
   

Qualifications:

• Bachelor’s Degree in Computer Science, Engineering or related field
• 5 or more years of IT Experience
• Preferably with previous leadership experience in IT industry
• Experience in any of the following technical skills:
  • Information Security / Cybersecurity
  • Systems/Applications Delivery
  • Platform Services
  • Software or Data Engineering
  • DevOps Engineering

• Proven leadership & people/talent management capabilities.
• Excellent escalation handling, coaching, planning, organizing and performance management skills.
• Able to build and maintain honest, ethical and fair relationships with direct reports, peers, and supervisors.
• Able to function as an organizational change agent and see beyond current situations towards enterprise-wide higher-level process and systems improvements
• Demonstrated project management & planning skills; balances strategic skills with tactical execution skills
• Strong analytical & metrics management skills
• Strong communication skills - verbal, written & presentation; ability to adapt content to various audiences; communicates effectively at all organization levels.
• Proven interpersonal skills: ability to build relationships, engage and influence others, work with a diverse internal and international customer base
• Amenable to work on designated shift schedule (mostly mid and/or night shift)
• Amenable to work on a hybrid set-up (3x onsite per week); office is located in UP Ayala Technohub, Quezon City

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid