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IT Service Delivery Manager

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Manulife

Dec 18, 2024

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    People, HR & Administration
  • Quezon City
  • Quick Apply

AI generated summary

  • You need a Bachelor's in IT or related field, 5+ years in IT, relevant security certification, leadership skills, project management experience, strong communication, and adaptability in a hybrid environment.
  • You will manage cybersecurity teams, implement ITIL processes, drive operational efficiency, ensure compliance, develop talent, and oversee service delivery and continuous improvement efforts.

Requirements

  • Bachelor’s degree holder in Computer Science, Information Technology, Cybersecurity, Information Systems, or any related discipline.
  • 5 or more years of IT Experience, preferably with relevant leadership experience in Information Security / Cybersecurity.
  • Must hold an Information Security or related Certification such as OSCP, CISM, CompTIA Sec+, etc.
  • Proven leadership & people/talent management capabilities.
  • Excellent escalation handling, coaching, planning, organizing and performance management skills.
  • 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.
  • Work closely with executives, peers and employees at all levels.
  • Experience working in an international environment with people from multiple cultures.
  • 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.

Responsibilities

  • Provide people management and/or leadership to the information security or cybersecurity teams.
  • Drive tactical and strategic plans to meet and exceed Service Level Agreements with the business unit.
  • 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 standards and recommend improvements in the procedure to keep the team up-to-date with the trends and methodologies.
  • Build high performing teams through capability development and develop several strategies / programs for service sustainment.
  • Contribute to shaping the information security/cybersecurity programs and drive the adoption of advanced practices within organization.
  • Participate in client meetings to discuss findings and manage service delivery escalations from the different markets / towers as needed.
  • Provide coaching & guidance for Information Security / CyberSecurity Professionals 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 policy, procedures, standards and/or guidelines.
  • Other Duties and Responsibilities assigned by the immediate manager.

FAQs

What is the working arrangement for the IT Service Delivery Manager position?

The working arrangement is hybrid, requiring three days onsite and two days remote.

What are the shift hours for this role?

The shift schedule is Late Mid Shift from 3 PM to 12 AM Philippine Time.

What qualifications are required for this position?

Applicants need a Bachelor's degree in Computer Science, Information Technology, Cybersecurity, Information Systems, or a related discipline, along with at least 5 years of IT experience, preferably in leadership roles within Information Security/Cybersecurity.

Are there any specific certifications required for this job?

Yes, candidates must hold an Information Security or related certification, such as OSCP, CISM, CompTIA Security+, etc.

What kind of benefits does Manulife offer?

Manulife offers competitive salary packages, performance bonuses, Day 1 HMO coverage (including free coverage for dependents and same-sex partners), retirement savings benefits, and extensive training resources.

What kind of team will the IT Service Delivery Manager be leading?

The manager will lead an Information Security and Risk Management (ISRM) Team made up of subject matter experts, technical leaders, and specialists.

Is this a people leader role?

Yes, this position is a people leader role, responsible for managing and developing a team.

Does Manulife value diversity and inclusion in the workplace?

Yes, Manulife is committed to creating a diverse and inclusive work environment and embraces diversity in its workforce.

Can I find more information about Manulife's story and values?

Yes, you can learn more about Manulife’s story and values by visiting https://www.manulife.com/en/about/our-story.html.

What are the key responsibilities of the IT Service Delivery Manager?

Key responsibilities include managing security teams, driving strategic plans, improving operational efficiencies, contributing to cybersecurity programs, and ensuring compliance with policies and procedures.

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Manulife

Finance
Industry
10,001+
Employees

Mission & Purpose

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.