Manila Water Company, Inc.

Job Vacancy: User Productivity and Collaboration Manager

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  • Oversee the operations of the outsourced service desk. Work with the vendor to deliver the committed service level agreements. Conduct regular vendor performance reviews and address and/or escalate vendor issues to the appropriate body.
  • Develop and maintain the service request, incident and problem management processes across the departments. Resolve process issues, assess compliance and initiate process improvements. Develop and manage key performance and process metrics, aligned with group TMS targets. Issue report on actual performance against metrics/targets.
  • Acts as the escalation point of users and user stakeholders. Oversee the coordination and resolution high severity incidents and problems, including stakeholder management and user advisories.
  • Oversee the operations of the managed printing services and Main Records Management Unit. Work with the vendor to deliver the committed service level agreements. Conduct regular vendor performance reviews and address and/or escalate vendor issues to the appropriate body.
  • Ensures applications systems supporting service desk and managed services operations and maintained properly (updated and configured properly)
  • Oversee the operations of asset management for end-user support and productivity assets (hardware and software). Ensure request for asset procurements are processed on timely basis and unissued assets are protected in storage.
  • Maintain an updated inventory of the assets and ensure the good working conditions of assets. Process the decommissioning/retirement of assets, as per retirement schedule.
  • Oversee efficient and effective deployment of assets to users.  Oversee adoption management and facilitates user training.
  • Oversee the periodic renewal of licenses. Coordinate the processing with end-users (owners) and vendor
  • Develop and maintain asset management process and inventory management (CMDB) system.
  • Evaluate, recommends and implement tools to enhance user productivity.
  • Provide inputs to annual budget and rate rebasing specifically for cost components under the section. Ensure timely availment of budget items.
  • Process procurements of OPEX and CAPEX items
  • Manage vendor performance. Develop and monitor Service Level Agreements with vendor
  • Recommend staffing requirements of the section, working with the team to plan and prioritize workloads, set objectives, coach, conduct appraisals and support to continually improve the team’s performance and results.
  • Recommend, oversee and facilitates training, calibration, and coaching sessions
  • Manages project deliverables, scope and expectations actively communicates and engages with stakeholders, project sponsors and project steering
  • Interfaces independently with all functional and business area/groups affected by the project, including project stakeholders, project sponsors and steering committee
  • Provides input and participate in the disaster recovery and business continuity management activities
  • Identify, manage and mitigate risks associated with assigned operations.

  • Work Experience: 5 year/s
  • Salary: ₱0 - ₱0
  • Women

  • Graduate of BS IT or related courses
  • At least 5 years demonstrable experience and evidence of success in an information management role with multiple stakeholder groups
  • Knowledge and experience of service desk operations, end-user computing. Knowledge on applications development, service management and infrastructure management
  • Training and experience in ITIL
  • Experience in commissioning services from third parties and managing relationships with suppliers and contractors