IT GCC General Manager - #35144

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)
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