Data Center Service Manager | Customer Success & SLA

Globe Telecom, Inc.; Philippines; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Globe Telecom, Inc. seeks a Technical Service Management Lead to ensure high customer satisfaction and 100% SLA adherence through real-time monitoring and ITIL-aligned service management across incidents, changes and requests.

You will oversee power and cooling infrastructure monitoring, customer onboarding/training, and compliance, developing strategies to improve satisfaction and retention while safeguarding regulatory standards.

Qualifications

• The candidate must have a bachelor's degree in Engineering, IT, Computer Science, Business Administration or related field.
• Minimum 5 years in technical support or customer success management within tech, telecoms or data centers.
• ITIL or Data Center Practitioner certifications preferred; familiarity with Tier 3 Data Center standards.

Responsibilities

• Develop and maintain customer relationships; act as primary customer contact and provide service updates.
• Provide technical support, resolve issues, assist with data center solutions deployment and optimization.
• Develop strategies to improve satisfaction and retention; monitor KPIs and conduct improvement reviews.
• Manage onboarding and training sessions on best practices and service usage.
• Collect and analyze customer feedback; advocate for product improvements across teams.
• Ensure regulatory compliance and quality; participate in audits and risk management.

Skills

Relationship management

Customer success

Technical support

Communication

Project management

Analytical skills

Team collaboration

Regulatory compliance

Education

Bachelor's degree in Engineering/IT/CS/Business Administration

Tools

ITIL

Data Center Practitioner

Job description

Globe Telecom, Inc. seeks a Technical Service Management Lead to ensure high customer satisfaction and 100% SLA adherence through real-time monitoring and ITIL-aligned service management across incidents, changes and requests.

You will oversee power and cooling infrastructure monitoring, customer onboarding/training, and compliance, developing strategies to improve satisfaction and retention while safeguarding regulatory standards.