Infrastructure Client Relationship Management, VP

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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