Service Assurance Manager – Incident & Quality Excellence

Globe Telecom; Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Globe Telecom is seeking a Service Management professional to act as the single point of contact for Enterprise and Mobile Business units. You will oversee service quality, incidents, and analytics, coordinating with multiple teams to drive improvements in performance and customer experience.

The role requires strong collaboration, data-driven analysis, and the ability to lead cross-functional discussions to resolve complex service issues and help optimize network performance.

Qualifications

• Experience in service management and incident handling.
• Ability to analyze service quality, breaches, and network issues.
• Collaborative work across cross-functional teams to resolve problems.

Responsibilities

• Serve as SPOC for Enterprise, Consumer Mobile, ProdMan and OSMCE teams to elevate service issues.
• Provide regular updates on service performance, customer experience, incidents and initiatives.
• Create, own, and manage Enterprise and International Service Performance Dashboard.
• Analyze causes of breaches in service quality thresholds and abnormal network behavior.
• Monitor issues and coordinate with support groups for timely resolutions.
• Lead meetings with stakeholders to prioritize quality site issues and improvements.
• Validate improvements after completing network quality initiatives.
• Communicate service-affecting incidents to Business teams via OTT app and bridges.
• Follow up aging tickets and escalate as needed to ensure timely closure.
• Suggest enhancements to monitoring and incident response processes.

Skills

SPOC coordination

Service analytics

Stakeholder communication

Job description

Globe Telecom is seeking a Service Management professional to act as the single point of contact for Enterprise and Mobile Business units. You will oversee service quality, incidents, and analytics, coordinating with multiple teams to drive improvements in performance and customer experience.

The role requires strong collaboration, data-driven analysis, and the ability to lead cross-functional discussions to resolve complex service issues and help optimize network performance.