Head, Delivery & Excellence Operations

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Position Title: Head, Delivery & Excellence Operations


Job Summary:

Works under the general direction & supervision of the SMO Head and is responsible for driving a consistent and reliable execution of the technical support and operations of the SMO divisions.


  • Understands, develops standardized process across the support divisions
  • Drives continuous improvements on existing support procedures and strategies.
  • Track and drive key support action items to improve operations
  • Create and derive key recommendations based on operational reports
  • Work closely with other SMO Division Heads for cross division processes and support strategies to continuously improve the division’s delivery outcomes and team engagement.
  • Enforces quality, process, continuous improvement, audit finding closure and keeps track of SMO department activities and deliverables.
  • Handles personnel management including seating arrangement, budget versus actuals tracking, recruitment flow, training completion and performance appraisal flow to ensure SMO compliance to existing ITG and/or bank processes.
  • Collaborate with other SMO department heads
  • Performs other related functions that may be assigned from time to time. 


Role Exposure:

  •  Enhance your critical analysis and problem-solving skills by helping bridge the gap and improve efficiency thru understanding business needs and translating into application and operational requirements
  • Be trained in interacting with users, clients, management and developers by clearly communicating details like project requirements, requested changes, and testing results
  • Exposure in various applications, new platforms, technologies, and business domain



  • With at least 10 years experience in project delivery operations
  • Strong stakeholder management; ability to influence stakeholders and work closely with them to determine acceptable solutions
  • Exceptional analytical & conceptual thinking skills
  • Good documentation, presentation & communication skills
  • Excellent planning, organizational and time management skills


Other Details:

Rank: Senior Officer

Unit: Information Technology Group

Office Location: Metrobank Center, BGC