IT Technical Services Manager

About Unioil Petroleum Philippines, Inc. 

Unioil Petroleum Philippines, Inc. is one of the country’s leading independent downstream petroleum companies, operating a network of retail service stations and supplying fuels, lubricants, and petrochemical products to industrial, commercial, and retail customers across the Philippines. We are committed to delivering quality energy solutions while fostering a culture of excellence, integrity, and continuous growth. 

Fuel the Future With Us 

The Technical Services Manager is a senior leadership role within the Information Technology Department, reporting directly to the Chief Information Officer (CIO). The incumbent is responsible for the reliable delivery, security, and continuous improvement of the organization's technology infrastructure and IT services — covering cloud, on-premise, and hybrid environments, network administration, IT service management (ITSM) grounded in ITIL best practices, end-user support, cybersecurity governance, and vendor management. The role serves as the primary point of accountability for IT operational excellence, ensuring systems are resilient, services are available, and technology investments remain aligned with business objectives. 

How You’ll Drive Success 

Infrastructure Management 

• Oversee the design, deployment, maintenance, and optimization of on-premise, cloud, and hybrid infrastructure environments (servers, storage, virtualization, databases, Azure, and AWS) 

• Define and enforce infrastructure standards, capacity plans, and technology roadmaps aligned with organizational growth 

• Lead business continuity and disaster recovery (BC/DR) planning, testing, and execution for all critical systems 

• Drive infrastructure modernization initiatives including cloud migration and containerization adoption 

• Ensure infrastructure documentation is current, accurate, and accessible 

Network Management & Administration 

• Manage all network infrastructure including LAN, WAN, SD-WAN, Wi-Fi, VPN, and network security components (firewalls, IDS/IPS, proxies) 

• Monitor network performance, bandwidth utilization, and availability; proactively address bottlenecks and failure points 

• Oversee network architecture reviews and ensure segmentation, redundancy, and resilience standards are met 

• Collaborate with telecommunications and ISP vendors to maintain and optimize connectivity agreements 

IT Service Management (ITSM/ITIL) 

• Establish, maintain, and continuously improve ITIL-aligned ITSM processes covering Incident, Problem, Change, Asset, Configuration, and Service Request Management 

• Define and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with internal stakeholders 

• Oversee the ITSM platform (e.g., ServiceNow, Freshservice, Jira Service Management) — ensuring data integrity, workflow automation, and reporting capability 

• Drive a continual service improvement (CSI) culture through trend analysis, post-incident reviews, and corrective action implementation 

• Produce executive-level reporting on service health, KPIs, and SLA performance 

End-User Support 

• Lead the IT Helpdesk and technical support teams to deliver responsive, high-quality end-user assistance across all locations and channels 

• Establish tiered support models (L1/L2/L3) and escalation pathways to ensure efficient ticket resolution 

• Champion end-user satisfaction through CSAT measurement, feedback analysis, and service improvement initiatives 

• Oversee endpoint management including device provisioning, patching, and lifecycle administration (laptops, desktops, mobile devices) 

Cybersecurity Governance 

• Serve as the primary internal liaison with the outsourced Managed Security Operations Center (MSOC) and Virtual CISO (vCISO) services 

• Ensure security advisories, threat intelligence, and remediation recommendations from the MSOC/vCISO are actioned within agreed timelines 

• Oversee implementation of security controls including patch management, vulnerability scanning, endpoint protection, email security, and access management 

• Coordinate audit readiness activities and compliance assessments (e.g., ISO 27001, PCI-DSS, DICT/NPC requirements) and security awareness programs 

• Participate in security incident response; ensure playbooks and escalation procedures are current and tested 

Vendor & Contract Management 

• Manage relationships with technology vendors, managed service providers, and third-party contractors, ensuring contractual obligations are met 

• Lead vendor evaluation, selection, and onboarding in coordination with procurement and legal teams 

• Conduct periodic vendor performance reviews and SLA compliance assessments 

• Manage software licensing, maintenance renewals, and technology asset inventories 

Team Leadership & Development 

• Lead, mentor, and develop a team of IT engineers, system administrators, network specialists, and support technicians 

• Conduct regular performance reviews, set individual development plans, and identify training and certification needs 

• Manage staffing levels, workload distribution, and on-call schedules to ensure operational coverage where required 

The Expertise You Bring 

Education 

• Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or a related field 

• Master's Degree in IT Management or Business Administration (MBA with IT focus) is an advantage 

Experience 

• Minimum 8 years of progressive experience in IT infrastructure, systems administration, or IT operations 

• At least 3 years in a supervisory or managerial capacity leading cross-functional IT teams 

• Demonstrated hands-on experience managing hybrid environments (on-premise and cloud infrastructure) 

• Proven experience working within an ITIL service management framework 

• Experience interfacing with outsourced security providers (MSOC, SOC-as-a-service, vCISO) is highly desirable 

Skills & Competencies 

• ITIL 4 Foundation certification (required); ITIL 4 Managing Professional or Strategic Leader (preferred) 

• Microsoft Certified: Azure Administrator Associate / Azure Solutions Architect, or equivalent cloud certification (AWS/GCP) 

• Cisco CCNA or higher (CCNP preferred) 

• CompTIA Security+, CISSP, or CISM is an advantage; PMP or PRINCE2 is an advantage 

• Proficiency in infrastructure and virtualization tools: VMware vSphere/Hyper-V, Windows Server, Linux (RHEL/Ubuntu), SAN/NAS, backup & recovery 

• Experience with cloud platforms (Azure, AWS, or GCP) and hybrid connectivity solutions 

• Networking expertise: routing & switching (Cisco/Juniper), VLAN/MPLS/SD-WAN, firewall management (Sophos, Palo Alto, Fortinet, Check Point) 

• Familiarity with security tools: SIEM, EDR/XDR, vulnerability scanners (Nessus, Qualys), PAM, MFA/SSO, Microsoft Defender suite 

• Experience with ITSM platforms: ServiceNow, ManageEngine, Freshservice, Jira Service Management, or equivalent 

• Scripting and automation skills (PowerShell, Python, Bash); familiarity with Ansible, Terraform, or similar IaC tools is an advantage 

• Strong leadership, decision-making, and stakeholder communication skills; able to translate complex technical concepts for non-technical audiences 

• Willing to participate in on-call rotation for after-hours critical incident management; occasional travel to branch sites or data centers may be required 

Why Unioil 

• Competitive salary and benefits package 

• Career development and promotion opportunities within a growing company 

• Collaborative and supportive work environment