AVP, Head of EOSS

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today! DUTIES & RESPONSIBILITIES Strategic Leadership & Team Management Lead, mentor, and manage a diverse team of network, technical, and operational support professionals, fostering a culture of excellence, collaboration, and continuous improvement. Restructure and mature the cross-functional support model to break down technical silos between ITAM, Network & Technical Support, Workplace Technologies, Application Management Support, and Operations and Performance Management. Define clear career pathways, training plans, and upskilling initiatives to transition L1 generalists into L2/L3 specialized engineers in the future and be able to provide workplace technologies and solutions. Service Desk, Centralization & Support Operations Oversee the day-to-day operations of operations and support services, including incident management, problem resolution, and service requests. Design and implement a centralized enterprise service desk (L1/L2) handling multi-departmental requests across IT Support, ITAM, Workplace Technologies, Tools of Work, Network, End-Point Management, and Business Application Management. Ensure timely response and resolution of all enterprise-related issues to minimize downtime and impact on business operations. Drive a strict "Shift-Left" strategy and establish Knowledge Management protocols to resolve technical issues closer to the first point of contact. IT Asset Management (ITAM) & Governance Provide strategic oversight to the ITAM team to maximize return on investment across Hardware (HAM) and Software (SAM) Lifecycles. Partner with the SAM lead to guarantee constant Audit Readiness for major enterprise vendors and prevent financial compliance penalties. Implement structured "License Harvesting" workflows to reduce software waste across the organization. Understand the roles and technical requirements of the users and provide the appropriate tools of work for everyone in the organization.. Workplace Tools and Technologies Innovation Lead the strategy, evaluation, and consolidation of enterprise productivity tools and technologies to minimize redundancies, eliminate "Shadow IT," optimize license costs, and ensure a unified digital employee experience. Oversee the design, deployment, and operational reliability of conference room technology, Audio-Visual Systems (AVR), hybrid collaboration hardware, and smart workspace scheduling systems across company facilities. Champion the adoption and internal development of next-generation AI-driven workplace applications ( tools like MemoApp, AI Help Assistants) to streamline internal communications, administrative tasks, and cross-departmental operations. Continuously assess emerging digital workplace technology trends, establishing governance for user adoption, enterprise tool integration, and continuous upgrades across physical and virtual work environments. Technical Excellence & Network Operations Develop and implement strategic plans and initiatives to enhance operations and support services, aligning with organizational goals and industry best practices (ITIL, ITSM). Drive continuous improvement efforts to optimize infrastructure performance, scalability, and network reliability. Oversee Endpoint Management (EPM) strategies to ensure corporate devices are securely managed, patched, and deployed efficiently (via the IT Bar or automated deployment). Define the demarcation lines and technical hand-off criteria for complex backend platforms like Google Workspace Administration and Security. Stakeholder Collaboration & Management Collaborate closely with internal stakeholders, including IT teams, business units, and senior management, to understand network, tools of work, and operational support needs and priorities. Communicate effectively with stakeholders to provide updates, gather requirements, and solicit feedback on support services. Transition support metrics from traditional Service Level Agreements (SLAs) to Experience Level Agreements (XLAs), focusing heavily on total user downtime and satisfaction (CSAT/NPS). Operations, Vendor, & Financial Management Manage relationships with infrastructure, hardware, and software service providers and vendors, ensuring contractual obligations are met and services are delivered as per agreements. Evaluate vendor performance, negotiate enterprise contracts, and make recommendations for vendor selection or changes as needed. Develop and manage the budget for enterprise operations and support services, ensuring resources are allocated effectively to meet operational and strategic objectives. Monitor expenditures, identify cost-saving opportunities, and manage financial resources within approved budgets. Enterprise Technology Governance & Compliance ETS Governance Framework: Establish, enforce, and maintain an enterprise-wide IT Governance Framework (aligned with ITIL, COBIT) to govern all Enterprise Technology Services (ETS) across the organization. Policy & Standards Enforcer: Co-create, define, and implement corporate policies, standard operating procedures (SOPs), and architectural controls governing how application services, workplace tools, and hardware assets are selected, deployed, and managed. Technology Steering & Decision Rights: Lead the ETS management team to prioritize technology investments, review major architectural/platform changes, and ensure all ETS initiatives align with broader business strategies. IT Risk, Governance & Audit Readiness (GRC): Partner with Information Security, Legal, and Audit teams to identify, assess, and mitigate operational technology risks. Guarantee continuous compliance with regulations and vendor licensing rules (e.g., SAP, Workday audits). Service Level & Performance Governance: Oversee the metrics, key performance indicators (KPIs), and Experience Level Agreements (XLAs) across all internal ETS delivery teams and external technology service providers, ensuring consistent service delivery and accountability. What We Offer Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package