For enterprises that need a dedicated, Manila-based IT operations capability — embedded in the work, accountable to outcomes, governed under a managed-delivery Statement of Work. Helpdesk and tech support, QA and application support, IT engineering, and DevOps — delivered as one squad with one Tech Lead and one scorecard.
The difference is accountability. With staff augmentation, you get hours — and you manage the work. With managed delivery, we own the outcome against a Statement of Work, manage the squad, and are accountable to milestones and SLAs, not timesheets.
This matters when a client's internal IT team is already running flat-out and the operational load needs a partner who can integrate cleanly into existing tools, processes and governance — without introducing a parallel platform or a parallel chain of command.
We deliver under defined gates, against defined acceptance criteria, with a single accountable Tech Lead and a Project Manager owning the outcome end-to-end. The client engages outcomes. The squad operates as one team.
Fixed scope, fixed milestones, defined SLAs and acceptance criteria. We commit to deliverables, not hours.
Specialist roles sized to the scope. Headcount flexes as the work demands rather than fixed at peak from day one.
One Tech Lead. One Project Manager. They own the outcome, manage the squad, escalate when needed.
Squad mobilized within 30 days of engagement approval. No recruitment lag — Manila Shared Services bench is pre-composed.
A Manila-based managed-IT engagement typically covers four interlocking scopes — sized to the client's needs, governed under one Statement of Work, and delivered by a single accountable squad rather than four parallel vendor relationships.
First-line and second-line support for application and platform users. ITIL-aligned, governed under the client's service management tooling. SLA-driven response and resolution discipline, with monthly stakeholder reviews against measurable scorecard metrics.
Manual and automated quality assurance embedded in delivery cycles, plus ongoing application support for in-scope systems. Defect rate, regression coverage, and bug escapes treated as scoreboard metrics — not afterthoughts measured only when something breaks.
Engineering capacity working within the client's defined architecture and standards. Implementation work, integration support, and engineering deliverables scoped under the SOW. Senior engineers available — not junior bench filling out a roster.
CI/CD pipeline support, deployment governance, infrastructure operations, and release management. Embedded in the client's existing toolchain — we work within your standards rather than introducing parallel platforms or competing tools.
Whether it's a Shared Services Center or a managed-IT squad, the operating bones are identical — adapted from Roger Martin's Playing to Win and Covey's 4 Disciplines of Execution. Five steps, executed weekly. Consistency over intensity.
Service catalog, SLAs, scorecards, single source of truth in the client's preferred tooling. You cannot improve what you cannot see.
One Tech Lead. One Project Manager. One scorecard. Clear escalation paths. No-Capex-without-Opex governance baked into every business case.
Specialist hubs per discipline rather than thinly-spread generalists. Higher quality, standardized processes, lower total Opex over time.
Weekly KIG sessions inside the squad. Monthly stakeholder reviews. Quarterly business reviews against the scorecard. Strategy executed one week at a time.
We integrate into your existing tools, partners and governance. We don't replace your strategic SI, your hyperscaler, or your architecture authority — we execute alongside them, accountable to a bounded scope.
Most engagements start with a small, scoped pilot — usually one of the four IT service domains — so you can see how we run before committing to the full managed-IT scope.