Service Assurance Operations Manager | Telecommunications

Emapta Global; Mandaluyong; On-site; PHP 781,000 - 893,000; Full time

Benefits offered by this job

Competitive Salary Package

HMO coverage with free dependent

Prime Ortigas office location

Job summary

Emapta Philippines is seeking a Service Assurance Operations Manager to lead the day-to-day operations of the Service Assurance function in Ortigas. You will ensure orders are provisioned, activated, and completed within SLAs while monitoring performance and addressing risks.

You will drive process improvements, coach leaders, and coordinate with carriers and internal teams to accelerate activations. The role requires at least 3 years of Australian telecom leadership, deep knowledge of NBN and

Qualifications

• Minimum 3 years of leadership experience specifically within Australian telecommunications operations is required.
• Strong knowledge of Australian telecommunications products and services, including NBN, broadband, voice, mobile, fibre, and data networks.
• Strong understanding of provisioning workflows, order management, service activation, and assurance operations.
• Proven leadership in team management, coaching, workforce planning, performance management, and employee development.
• Experience managing service escalations, incidents, provisioning delays, and service resolution.
• Strong KPI monitoring, operational analytics, and data-driven decision-making.
• Customer-focused and highly organized with strong prioritization and time management.
• Collaborative, with stakeholder management across carriers, wholesalers, vendors, and cross-functional teams.

Responsibilities

• Lead and manage the day-to-day operations of the Service Assurance function.
• Ensure orders are provisioned, activated, and completed within SLAs.
• Monitor performance, address risks, delays, and service impacts.
• Establish and maintain operational processes for efficient service delivery.
• Drive accountability and performance across the team.
• Oversee end-to-end order management and backlog reduction initiatives.
• Collaborate with carrier partners and internal teams to expedite activations.
• Prepare operational reports and drive continuous improvement.

Skills

Leadership

Stakeholder management

Analytical thinking

Decision making

Customer focus

Time management

Coaching & development

Job description

Lead Australian Telecom Operations Where Service Performance Matters

Proven Australian telecommunications leadership experience is the foundation of this opportunity. As a Service Assurance Operations Manager, you’ll bring at least three years of AU telco leadership to provisioning, activation, service assurance, escalations, and operational performance across NBN, broadband, voice, mobile, fibre, and data services. Lead teams, strengthen carrier coordination, improve SLAs, and turn operational insights into better customer outcomes. With Emapta, take that specialized expertise further through global exposure, leadership development, career stability, and opportunities built for high-performing professionals

Snapshot

Employment Type: Full-time

Work Setup: Onsite, Ortigas

Salary: PHP 70,000 to PHP 80,000

• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Qualifications

• Minimum 3 years of leadership experience specifically within Australian telecommunications operations is required
• Strong knowledge of Australian telecommunications products and services, including NBN, broadband, voice, mobile, fibre, and data networks
• Strong understanding of telecommunications systems, provisioning workflows, order management, service activation, and assurance operations
• Proven leadership experience in team management, coaching, workforce planning, performance management, and employee development
• Experience managing service escalations, incidents, provisioning delays, and service resolution
• Strong proficiency in KPI monitoring, operational analytics, performance reporting, and data-driven decision-making
• Experience identifying operational risks, resolving service issues, and implementing effective mitigation strategies
• Strong stakeholder management experience, including working with carriers, wholesalers, vendors, and cross-functional teams
• BPO telecommunications operations experience is preferred but not required
• Excellent written and verbal communication, stakeholder management, and relationship-building skills
• Strong analytical, critical-thinking, decision-making, and problem-solving capabilities
• Customer-focused and highly organized, with strong prioritization and time management skills
• Resilient and adaptable, with sound judgment and the ability to perform effectively in fast-paced operational environments
• Collaborative and improvement-focused, with a strong commitment to service quality and operational efficiency

Responsibilities

Operational Leadership

• Lead and manage the day-to-day operations of the Service Assurance function
• Ensure customer orders are provisioned, activated, and completed within agreed SLAs
• Monitor operational performance and proactively address risks, delays, and service impacts
• Establish and maintain operational processes that support efficient service delivery
• Drive accountability and performance across the team

Service Delivery & Provisioning Management

• Oversee end-to-end order management activities
• Manage order pipelines, Service Assurance and Connect queues, and backlog reduction initiatives
• Ensure timely escalation and resolution of provisioning delays and service delivery issues
• Collaborate with carrier partners and internal stakeholders to expedite service activations
• Maintain visibility of high-priority client orders and critical business services

Service Assurance & Customer Experience

• Ensure clients receive timely and accurate updates regarding service delivery and activation
• Drive improvements in customer experience throughout the provisioning and assurance lifecycle
• Monitor customer escalations and ensure effective resolution
• Develop processes that reduce effort and improve service outcomes for clients and teams
• Lead, coach, and develop Team Leaders, SMEs, and Service Assurance Representatives
• Conduct regular performance reviews, coaching sessions, and career development discussions
• Foster a culture of accountability, collaboration, and continuous improvement
• Support workforce planning, recruitment, onboarding, and succession planning activities
• Manage attendance, performance, engagement, and employee relations matters within the team
• Build strong relationships with internal departments, carrier partners, wholesalers, and vendors
• Represent the Service Assurance function during operational meetings and service reviews
• Escalate systemic issues and advocate for solutions that improve operational outcomes

Performance & Reporting

• Monitor and report on key operational metrics and service performance
• Analyze trends and identify opportunities to improve efficiency and service quality
• Prepare operational reports and business updates for senior leadership
• Ensure compliance with quality, process, and operational requirements
• Identify process inefficiencies and implement operational improvements
• Lead initiatives focused on efficiency, workflow optimization, and service excellence
• Drive a culture of continuous improvement through data-driven insights and feedback
• Support transformation initiatives and new product or service introductions

About the Client

Our client is a leading telecommunications innovator recognized for delivering high-performance connectivity solutions across consumer, business, and wholesale markets. Backed by extensive network infrastructure and a strong customer-first philosophy, the organization continues to expand its national footprint through innovation, strategic growth, and operational excellence. Industry recognition for service quality and innovation, combined with significant revenue and profitability growth, reflects its commitment to transforming digital connectivity experiences while empowering businesses and communities through reliable, future-ready technology solutions.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.