Raphael Victorino

I’m Raphael Victorino, a seasoned Operations and Service Delivery Manager with over two decades of leadership experience in IT services, customer support, administrative operations, and property maintenance. Over the years, I’ve managed teams as large as 90 members across multiple departments, regions, and industries. My focus has always been on delivering measurable business value—whether that’s through improving SLA compliance, enhancing team performance, or uncovering cost-saving opportunities. I’ve built my career around performance-based management and consistently delivering results across KPIs, customer satisfaction, and revenue-impacting processes.

In every leadership role I’ve held—from global service desks to field maintenance operations—I’ve taken responsibility for monitoring, analyzing, and optimizing KPIs and SLAs. I don’t just track performance; I use the data to actively coach teams, restructure workflows, and inform decisions that drive customer satisfaction and profitability. Whether I’m dispatching technicians and managing job queues or conducting service reviews with stakeholders, I operate with accountability and a deep commitment to hitting service goals without compromising quality.

One of the consistent themes throughout my career is my ability to develop processes that directly support revenue streams. In my role at EJF Maintenance Services, for example, I led an operations team responsible for managing inspection reports, quoting repairs, and overseeing technician schedules. These functions directly impacted billable services and project margins. By optimizing our coordination and tightening turnaround times, we increased job throughput and improved our first-time fix rate—both of which had immediate financial upside. At Konsyg, I supported lead generation and outbound sales efforts. I wasn’t just managing the process—I was delivering ROI by ensuring campaigns hit their targets, QA standards were upheld, and stakeholder updates were transparent and actionable.

Being based in the Philippines has also given me a unique edge. I’m able to provide U.S.-caliber operational leadership at a significantly lower cost to companies, without sacrificing availability or quality. I work full-time U.S. business hours and am fully equipped to operate remotely—from managing team performance and handling escalations, to leading meetings and presenting performance data to executive stakeholders. My cost-effectiveness as a remote manager has helped companies reduce overhead while maintaining high standards of service delivery and internal efficiency.

I bring a blend of corporate structure and startup agility to the table. I’ve worked in high-volume environments like Wipro and Infosys, where structured processes and SLA-driven contracts demanded precision. At the same time, I’ve thrived in leaner setups like EJF and Konsyg, where multitasking and flexibility were critical to success. I’ve led Lean Six Sigma initiatives, conducted QA audits, managed payroll and HR functions, and handled vendor and subcontractor sourcing. I’ve also taken charge of compliance, asset management, and knowledge base updates—ensuring operational integrity across the board.

At the core of my leadership style is transparency, data-driven management, and a coaching mindset. I thrive in roles where performance is measurable, service is critical, and there’s room to innovate while still delivering within tight deadlines. I’m now looking for a new opportunity where I can bring this breadth of experience, my proven ability to lead remote teams, and my drive for operational excellence to a company that values performance, accountability, and continuous improvement.