Senior Service Ops Manager - Drive Automation

Expereo International; Philippines; On-site; PHP 3,500,000 - 5,000,000; Full time

Job summary

Expereo is seeking a Senior Manager, Service Operations to lead the Service Operations function across distributed teams in the Philippines. You will drive high-performance, customer-focused operations, ensure timely delivery of requests, and implement scalable processes to improve service quality and efficiency.

You will own escalations, align resources with priorities, and champion automation and data-driven improvements to deliver measurable value for customers and the business.

Qualifications

• 8+ years of experience in Service Management, Service Assurance, Customer Operations or Managed Services environments.
• Proven experience leading geographically distributed operational teams.
• Strong customer relationship management and stakeholder engagement skills.
• Strong analytical and data interpretation capabilities.
• Excellent communication skills with the ability to engage effectively from operational teams through to executive stakeholders.
• Knowledge of telecommunications, networking, managed services, SD-WAN or SASE environments.

Responsibilities

• Lead and develop the Service Operations function, creating a high-performance culture focused on customer outcomes, accountability and continuous improvement.
• Own the operational performance of the function, ensuring effective prioritisation, resource allocation, workload management and delivery against agreed service objectives.
• Manage the activity-based operating model, overseeing the intake, assignment and tracking of customer requests, improvement initiatives and operational activities to ensure timely delivery and maximum business impact.
• Act as the senior escalation point for critical customer, providing leadership and direction while maintaining accountability within the teams for resolution and communication.
• Identify and deliver opportunities for automation, process optimisation and operational improvement, leveraging data and insights to improve customer experience, service quality and efficiency.
• Build strong relationships across customers, suppliers and internal stakeholders to remove barriers, influence outcomes and ensure effective collaboration across the business.
• Drive customer value creation by identifying service improvement opportunities, leveraging operational insights, bandwidth utilisation reporting and customer data to support retention, optimisation and revenue growth initiatives.

Skills

Service management

Stakeholder engagement

Data analytics

Customer operations

Leadership

Education

Bachelor's degree (IT/Engineering/Telecom/Business)

Tools

SD-WAN

SASE

Networking

Telecommunications

Job description

Expereo is seeking a Senior Manager, Service Operations to lead the Service Operations function across distributed teams in the Philippines. You will drive high-performance, customer-focused operations, ensure timely delivery of requests, and implement scalable processes to improve service quality and efficiency.

You will own escalations, align resources with priorities, and champion automation and data-driven improvements to deliver measurable value for customers and the business.