Manager, Service Management Office (B2B AU Telco)

MicroSourcing; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time off

Group life insurance

Performance bonuses

Company-sponsored events

Job summary

MicroSourcing is seeking a Manager for Service Management Office (B2B AU Telco) based in Taguig. The role leads ITIL-aligned service management functions across transitions, ICT requests, asset/configuration, change and problem management to drive continuous service improvement.

The role requires strong stakeholder management, influence, and communication skills, with a focus on delivering measurable outcomes and reporting on key metrics. Onsite day shifts in BGC, Taguig.

Qualifications

• Minimum 5 years Service Management experience.
• Strong stakeholder management expertise.
• Ability to interact at all levels.
• Possess strong influence & negotiation skills.
• Ability to develop & present high impact messages.
• Strong communication skills.
• ITIL certifications are preferred.

Responsibilities

• Train and proactively identify problems; propose Service Improvement plans.
• Drive ITIL Best Practice improvements in ICT, Transitions, and Configuration Management.
• Produce/coordinate Service Management reports and insights.
• Coordinate meetings with senior/external stakeholders to resolve problems.
• Review ticket reduction targets with Enterprise stakeholders.
• Collaborate with resolver groups, delivery managers and external vendors.
• Identify and escalate risks; support risk management plans.

Skills

Strong Service Management knowledge

Strong stakeholder management

Ability to interact at all levels

Influence & negotiation skills

Present high impact messages

Strong communication skills

Education

ITIL 4 Foundation

ITIL Practitioner Certification

Tertiary qualification or technical/process background

Job description

Discover your 100% YOU with MicroSourcing!

Position: Manager, Service Management Office (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Day shift

Job Summary

As part of the Enterprise Service Management (ESM) Delivery Governance, the Service Management Leader will drive the adoption of Service Management best practices within the Enterprise & Business (EB) business. This position leads Transitions, ICT Request, Asset and Configuration, Change and Problem teams to deliver continuous business service improvement through measurable results.

Responsibilities

• Training proactivity in identifying problems, analysis, and recommending Service Improvement plans at a department or business unit level
• Drive ITIL Best Practice improvements in the Service Management functions of ICT Request and Transitions, Asset and Configuration Management, Change and Problem Management.
• Produce/coordinate Service Management reports and insight information
• Coordinate meetings with senior/external stakeholders to resolve problems
• Review ticket reduction targets month on month with Enterprise stakeholders
• Effectively work with all internal resolver groups, delivery managers and external stakeholders and vendors
• Proactive customer issue identification and Continuous Service Improvement
• Trend analysis
• Internal performance reporting to internal stakeholders
• Client performance reporting to external stakeholders
• Reviewing trends to plan and drive improvements
• Proactively identify and escalate potential risks
• Contribute to the development of risk management plans, establishment of risk controls and performance of risk mitigation activities
• Act as the primary escalation point for customer and stakeholder issues
• Maintain effective communication with all stakeholders
• Monitor service levels and elevate risks or delays proactively
• Collaborate cross-functionally to resolve delivery challenges and enhance service outcomes
• Contribute to best practice development and knowledge-sharing initiatives
• Track and report on key metrics including OTP, Cycle Time, NPS, and Rework
• Capture and report Voice of Customer and Voice of Employee insights
• Identify trends and lead initiatives for process improvement and operational efficiency
• Support the development and maintenance of quality procedures and documentation
• Contribute to strategic planning and operational enhancements
• Ensure delivery to customer expectations and contacts
• Prevent re-occurrence of incidents and issues across client environments
• Adhere to Service Management, ITIL processes and techniques
• Participate in ISO20000 audits, where required
• Keep all process documentation and work instructions up to date and readily available

Qualifications

• Non‑negotiables:
• Strong Service Management Knowledge. ITIL 4 Foundation
• Minimum 5 years Service Management experience
• Strong stakeholder management expertise
• Ability to interact at all levels
• Possess strong influence & negotiation skills
• Ability to develop & present high impact messages
• Strong communication skills
• Preferred:
• ITIL Practitioner Certification
• Tertiary qualification or technical/process background
• Exposure to Telecommunications and internal operations teams

Benefits

• Competitive Rewards: Above‑market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off, group life insurance, and performance bonuses
• Collaborative Spirit: Positive and engaging work environment with company‑sponsored events and activities
• Work‑Life Harmony: Balanced schedule and team‑driven initiatives for life beyond work
• Career Growth: Continuous learning and advancement opportunities
• Inclusive Teamwork: Diversity celebration and inclusive culture