About this role
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
Requirements
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)