FVT Service Owner - Unified Loyalty Platform

Globe Telecom, Inc.; Philippines; On-site; PHP 1,500,000 - 2,200,000; Full time

Job summary

Globe Telecom, Inc. is seeking an FVT Service Owner to lead the Unified Loyalty Platform (Comarch CLM) in production, ensuring health, availability, cost and compliance.

You will bridge business needs with Globe IT teams and Comarch as the vendor to deliver a reliable and affordable service. You will own operational readiness, governance, and the change pipeline, while managing capacity, incidents and security obligations.

Qualifications

• Extensive experience in IT service management and operations.
• Proven ability to manage vendor/contract relationships and SLAs.
• Strong cost management and budgeting skills for a running platform.

Responsibilities

• Own end-to-end service governance, performance reporting and SLAs.
• Run operations and incident management with structured runbooks and on-call model.
• Manage Comarch vendor relationship, governance cadence and enhancements pipeline.
• Own platform lifecycle, release calendar, debt register and licensing.
• Own run budget, cost optimization and TCO reporting.
• Engage business for demand, campaigns, and vendor knowledge transfer.

Skills

ITIL

Vendor Management

Cost Management

Service Continuity

GCP Operations

Integration Architecture

Relationship Management

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The FVT Service Owner is the single accountable Globe owner of the Unified Loyalty Platform (Comarch CLM) as a running service - owning its health, availability, cost, compliance and lifecycle in production. The role owns the relationship between the business that depends on Globe Rewards, the Globe IT teams that host and integrate the platform, and Comarch as the supplying vendor, ensuring the service Globe has committed to is delivered reliably, affordably, safely and sustainably.

DUTIES & RESPONSIBILITIES

Own the service end to end - define the service, its consumers and commitments; maintain and publish service levels and performance reporting; act as the named Globe escalation point for the business, consuming platforms and Comarch. Run operations and service health - own operational readiness (monitoring/alerting, runbooks, support model, on-call); drive major incident response to restoration with clear business communication; close problems at root cause; manage capacity ahead of campaign peaks. Manage the Comarch vendor relationship - governance cadence, SLA scorecards, credits and remediation; manage the enhancement/change-request pipeline and acceptance of delivered work; track vendor roadmap, version support windows and licensing. Steward the platform and its lifecycle - own the Globe-side platform picture (GCP, Kubernetes, AlloyDB, networking, DR/RTO-RPO) with IT Infrastructure; own the release calendar, change and integration governance in run, and the technical debt register through the ULP roadmap. Engage the business and own the commercials - front door for demand intake and campaign/promo readiness; publish service transparency; own total cost of ownership, run budget, license utilization and cost optimization. Own risk, knowledge and improvement - service risk register, security/privacy/audit obligations; service knowledge base and vendor knowledge transfer; maintain a prioritized continuous service improvement plan.

TOP 3-5 DELIVERABLES

• Service Levels and Performance Reporting
• Major Incident and Problem Resolution
• Comarch Vendor Scorecard and Enhancement Pipeline
• Release Calendar and Technical Debt Repayment
• Run Budget, TCO and License Utilization KPIs: Availability vs SLA, MTTD/MTTR
• P1/P2 Incident Count and Duration
• Change Success Rate, RCA Closure
• Comarch SLA Attainment
• Run Cost vs Budget, License Utilization
• DR Test Results vs RTO/RPO
• Technical Debt Retired vs Plan

COMPETENCIES

• IT Service Management (ITIL)
• Vendor/Partner/Contract Management
• Cost Management
• Service Continuity & Availability
• Cloud Platform Operations (GCP)
• Integration Architecture
• Relationship Management

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Purpose

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.