RFC & ITIL Service Coordinator — Telco Ops Lead

Manatal; Taguig; Hybrid; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Competitive rewards

Job summary

MicroSourcing, the Philippines'' leading offshore managed services provider, is building a new team to support a Australian telco client. This onsite, dayshift role in BGC, Taguig offers growth and a collaborative environment.

As a Service Request Coordinator, you will manage end-to-end RFCs, ensure SLA compliance, coordinate internal teams and vendors, and maintain CMDB accuracy to support monitoring, reporting, and billing.

Qualifications

• Experience in ICT networks, managed services, service operations, or a related technical environment
• Strong understanding of IT Service Management principles and ITIL best practices
• Demonstrated stakeholder and customer management experience across multiple levels
• Strong commercial awareness with experience interpreting contracts, pricing structures, and chargeable services
• Strong analytical, communication, and problem-solving skills with ability to manage multiple priorities

Responsibilities

• Manage the end-to-end RFC lifecycle, including validation, quotation preparation, approvals, coordination, and execution activities
• Ensure SLA compliance, accurate billing processes, and revenue protection by monitoring service delivery performance and contractual obligations
• Coordinate internal teams, vendors, and third-party partners to ensure timely and successful request fulfillment across the delivery lifecycle
• Maintain Configuration Management Database (CMDB) accuracy and ensure service information supports monitoring, reporting, and billing requirements
• Build strong customer relationships by managing expectations, communicating updates, and providing a high-quality service experience
• Identify process improvement opportunities that enhance efficiency, reduce revenue leakage, and improve overall service delivery outcomes
• Collaborate with technical and business stakeholders to resolve issues, manage dependencies, and drive effective service outcomes

Skills

ICT networks

ITIL

Stakeholder mgmt

Commercial awareness

Analytics

Communication

Problem solving

Tools

ServiceNow

Job description

MicroSourcing, the Philippines'' leading offshore managed services provider, is building a new team to support a Australian telco client. This onsite, dayshift role in BGC, Taguig offers growth and a collaborative environment.

As a Service Request Coordinator, you will manage end-to-end RFCs, ensure SLA compliance, coordinate internal teams and vendors, and maintain CMDB accuracy to support monitoring, reporting, and billing.