Manager, Service Operations (B2B AU Telco)
MicroSourcing
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Benefits offered by this job
Job summary
MicroSourcing, based in the Philippines, seeks a Manager, Service Operations to lead day‑to‑day service centre activities onsite at BGC, Taguig. You will drive process improvements, automation, and customer‑focused initiatives within a 24/7 Telco–ICT environment.
You will manage escalations, mentor teams, and ensure SLAs and KPIs are met while aligning with ITIL and ISO standards. This role offers growth in a dynamic offshore services setting.
Qualifications
- Minimum 5 years in Telco, ICT, or Managed Services at a senior operational level.
- Proven track record in managing service operations, including escalation and incident management.
- Experience leading teams in a 24/7 environment.
- Strong understanding of ITIL practices and service management frameworks.
Responsibilities
- Oversee day‑to‑day operations of the Service Centre, including resource planning, rostering, and workload management.
- Implement automation and process enhancements to improve efficiency and reduce costs.
- Monitor KPIs and performance metrics to ensure alignment with best practices.
- Coordinate onboarding of new products, projects, and clients, ensuring readiness and capability.
- Recruit, develop, and retain high‑performing team members in a 24/7 environment.
- Promote a culture of collaboration, accountability, and customer focus.
- Build strong relationships with internal teams, vendors, and customers to ensure seamless service delivery.
Skills
Education
Tools
Job description
Discover your 100% YOU with MicroSourcing!
Manager, Service Operations (B2B AU Telco)
BGC, Taguig
Onsite | Day shift
Be a part of something big at Microsourcing! We're building a new team to support a dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!
In this role, you’ll oversee day‑to‑day operations, manage escalations, and drive continuous improvement to meet service level agreements and exceed client expectations. You’ll champion process efficiency, automation, and innovation while fostering a high‑performing, customer‑focused culture.
As Manager, Service Operations, you will:
- Ensure exceptional service quality and customer satisfaction by meeting or exceeding SLAs and performance targets.
- Act as the escalation point for complex issues, ensuring timely resolution and positive outcomes.
- Drive initiatives to improve Net Promoter Score (NPS) and Voice of Customer (VOC) results.
- Foster a culture of responsiveness, innovation, and continuous improvement.
- Oversee day‑to‑day operations of the Service Centre, including resource planning, rostering, and workload management.
- Implement automation and process enhancements to improve efficiency and reduce costs.
- Monitor KPIs and performance metrics to ensure alignment with industry best practices.
- Coordinate onboarding of new products, projects, and clients, ensuring readiness and capability.
- Recruit, develop, and retain high‑performing team members in a 24/7 operational environment.
- Provide coaching, mentoring, and tailored development plans to build capability and engagement.
- Promote a culture of collaboration, accountability, and customer focus.
- Ensure adherence to ITIL, ISO20000, ISO9000, and ISO27000 standards, Australian Privacy Principles, as well as internal policies and procedures.
- Maintain a security‑first mindset to protect client and company information assets.
- Identify and mitigate operational risks through proactive planning and controls.
- Build strong relationships with internal teams, vendors, and customers to ensure seamless service delivery.
- Represent the Service Centre in cross‑functional initiatives and strategic projects.
- Influence product development and contribute to incident, event, and problem management processes.
- Act on performance data and customer feedback to drive service enhancements.
- Support technology upgrades and process innovations to deliver a world‑class omni‑channel experience.
- Translate lessons learned into actionable improvements for people, processes, and tools.
- Minimum 5 years in Telco, ICT, or Managed Services at a senior operational level.
- Proven track record in managing service operations, including escalation and incident management.
- Experience leading teams in a 24/7 environment.
- Strong understanding of ITIL practices and service management frameworks.
- Familiarity with Service Desk, Asset Management, and Billing technologies.
- Excellent people management skills, including coaching and team development.
- Ability to build strong customer relationships and influence stakeholders at senior levels.
- Strong negotiation, presentation, and written communication skills.
- Ability to interpret performance data and drive continuous improvement.
- Commercial awareness of business drivers and customer environments.
- High computer literacy (MS Office, reporting tools).
- Understanding of database and reporting principles.
- Consulting skills and ability to translate business requirements into service solutions.
- Familiarity with advanced reporting tools and automation technologies.
- Exposure to large‑scale enterprise environments and omni‑channel service models.
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
- Competitive Rewards: Enjoy above‑market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off, group life insurance, and performance bonuses.
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company‑sponsored events and activities.
- Work‑Life Harmony: Experience a culture that values your time, offering a balanced schedule and team‑driven initiatives designed to help you enjoy life beyond work.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
- Terms & conditions apply
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