Job Description

VP‑level iCRM position based in the Philippines to lead client relationship management for local infrastructure services, ensure compliance with country‑specific requirements, and provide coverage for Singapore. Outcome: Strengthened governance, faster incident response, improved stakeholder communications, and higher customer satisfaction in the Philippines

1.Background – iCRM Function

The iCRM role bridges business units, GTS service towers, and external vendors to ensure governance and first‑class service delivery. The function typically:

• Liaises with business entities, technology groups, and vendors to manage account‑level governance and service delivery.
• Acts as the advocate for both business and IT; captures non‑technical business requirements and conveys them to delivery teams.
• Participates in testing and validation and sets appropriate expectations with stakeholders.
• Manages vendor performance, runs satisfaction surveys, and socializes performance dashboards with customers.
• Provides feedback loops into product roadmaps and break‑fix teams; partners with GCS and IT Risk on regulatory/compliance matters.
• Coordinates with deskside/MVW/Network service providers to ensure local coverage.

Key Responsibilities:

• Own client relationship management for infrastructure services in the Philippines; single point of accountability for service quality and escalations (P1/P2).
• Lead country governance: represent the Philippines in regional CAB, deployment forums, service reviews, and country IT leadership meetings; host local cadences with business leaders.
• Ensure compliance with local regulatory, audit, and risk obligations; coordinate with GCS/IT Risk and internal controls to meet evidence and reporting needs.
• Oversee vendor engagement and performance management (e.g., deskside, MVW, network, facilities partners)
• Coordinate infrastructure change, project intake, and demand management; translate non‑technical business needs into actionable requirements for delivery teams.
• Drive communications: tailor global/regional messages for local impact; ensure timely stakeholder updates during incidents, changes, and projects.
• Maintain a feedback loop to global product owners/operations on recurring issues and roadmap opportunities; influence prioritization for the Philippines and Singapore.
• Provide structured coverage for Singapore: act as backup for the Singapore iCRM, including incident leadership, governance attendance, and stakeholder management during absences or peak demand.
• Partner with IT Country Heads and Facilities/CBRE on site readiness, moves, capacity, and BCP; ensure controls remain effective during occupancy changes or events.
• Champion continuous improvement and service maturity (SLA/SLO performance, automation, self‑service, knowledge and comms quality).

Requirements and Qualifications

• Candidates must be experienced and mature enough to operate independently at VP level, with demonstrable success in country leadership and cross‑border coverage. The following are required unless otherwise noted:
• 10+ years in enterprise infrastructure, client relationship, or service delivery leadership, with accountability across multiple service towers.
• Proven incident leadership (P1/P2) and executive‑level stakeholder management, including communications under pressure.
• Strong vendor and contract performance management (QBRs, SIPs, penalties/earn‑backs).
• Regulatory/audit familiarity in APAC (e.g., data handling, outsourcing/third‑party risk, country‑specific requirements in the Philippines and Singapore).
• Ability to translate non‑technical business needs into delivery requirements and measurable outcomes.
• Excellent written and verbal communication; crisp executive updates and customer‑friendly comms.
• Bachelors in IT/Engineering/Business (or equivalent experience).
• Preferred (Nice‑to‑have):
  • Prior iCRM (or equivalent) leadership in a financial‑services or highly regulated enterprise.
  • Certifications: ITIL, ISO/IEC 20000, PMP/Prince2, or similar service/portfolio credentials.
  • Regional experience covering two or more APAC countries; familiarity with shared‑service operating models.
  • Change and communications management credentials (e.g., Prosci/ADKAR) and experience improving CSAT/NPS.

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