Service Coordinator

AImagineers; Manila; Teletrabalho; PHP 335 000 - 391 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Team bonus

13th-month pay

SSS/PhilHealth/Pag-IBIG

HMO

Connectivity allowance

Company MacBook

Claude AI tools

Tenure bonuses

Vacation and sick leave

Resumo da oferta

AImagineers Managed IT is seeking a dedicated Service Coordinator to manage schedules, rosters and monthly client reports for Australia and New Zealand clients. You will track service targets, flag risks, and secure approvals to keep tickets moving, while supporting onboarding and quarterly reviews.

You will work Australian business hours from Manila, enjoy a real day shift, and benefit from AI-enabled tools, a MacBook, certifications support and tenure bonuses. Fully remote from the Philippines.

Qualificações

• 2+ years in service coordination, service desk operations, workforce management or a similar role.
• Excellent written English in business communication.
• Strong spreadsheet skills and experience with ticketing or reporting tools.

Responsabilidades

• Maintain engineer schedules, leave calendars and backup rosters.
• Track service targets in Syncro, flag risks to the Lead Engineer, and calculate monthly service credits.
• Prepare each client’s monthly report and IT health score from ticket and monitoring data.
• Chase client approvals, access requests and information, so tickets keep moving.
• Organise new-client onboarding: kickoff meetings, welcome packs and access checklists.
• Schedule quarterly reviews and prepare the slides and notes.
• Keep client records, contacts and asset registers up to date.
• Use Claude and Syncro automation to cut manual reporting time.

Conhecimentos

Written English

Spreadsheet skills

Organised

Remote setup

Formação académica

ITIL 4 Foundation

Ferramentas

Syncro

Jira Service Management

Zendesk

Descrição da oferta de emprego

Keep the whole service on time, and make every promise measurable.

Nothing in our service runs on time without you. You run the schedules, rosters, reports and follow-ups that let a whole team of engineers spend their day on engineering.

You also turn our promises into numbers. You track every service target, and you work out any service credit before the client has to ask. Clients trust us because you keep us honest.

Every day you talk with office managers and business owners in Australia and New Zealand, and with every engineer on the team. You are the person everyone relies on.

You work Australian business hours: about 6:00 AM to 3:00 PM Manila time, or 7:00 AM to 4:00 PM when Australia is not on daylight saving. That is a day shift in Manila.

Pay

Monthly compensation package: PHP 30,000 to 35,000. Placement within the range is based on our technical assessment.

Why people join us

• A day shift, for real. Australian hours run from about 6:00 AM to 3:00 PM in Manila. Most offshore IT jobs for Australia and the US run all night. Ours finish in time for dinner.
• AI-equipped from day one. A company MacBook, Claude, and Syncro with AI tooling built in. You learn the way the best IT teams will work for the next ten years, and you get paid while you learn it.
• A tour of duty, with a promotion in sight. You agree an 18-month plan with us: the outcome you own, the certification you will earn, and the role you move to next. At month 12 we sit down together and plan your next tour.
• Strong pay, always on time. We aim to pay in the top quarter of the Philippine market for every role. Payroll is never late. We fund your certifications, and we pay tenure bonuses at 12 and 24 months.
• You belong here. Weekly team calls, monthly meetups in BGC, and client praise passed on to you by name. You are part of AImagineers, never a contractor on loan.

What you will do

• Maintain engineer schedules, leave calendars and backup cover rosters
• Track service targets in Syncro, flag risks to the Lead Engineer, and calculate monthly service credits
• Prepare each client’s monthly report and IT health score from ticket and monitoring data
• Chase client approvals, access requests and information, so tickets keep moving
• Organise new-client onboarding: kickoff meetings, welcome packs and access checklists
• Schedule quarterly reviews and prepare the slides and notes
• Keep client records, contacts and asset registers up to date
• Use Claude and Syncro automation to cut manual reporting time

Core requirements

• 2+ years in service coordination, service desk operations, workforce management or a similar role
• Excellent written English: your emails are clear, polite and short
• Strong spreadsheet skills, and comfort with ticketing or reporting tools
• Organised and reliable: you keep track of every open item
• Two separate internet connections at home, power backup for at least 2 hours, and a quiet private workspace

Strong signals we look for

• You have kept service targets or schedules on track for a team
• You stay calm and courteous when a client is unhappy
• You look for a faster way to do any task that repeats

Good to have

• ITIL 4 Foundation
• Experience with Australian or New Zealand clients
• Experience with Syncro, Jira Service Management, Zendesk or similar

Pay and benefits

• A team bonus when the team meets its yearly service targets
• 13th-month pay, plus SSS, PhilHealth and Pag-IBIG
• HMO from your first day, extended to one dependent from your second year
• A monthly connectivity and power allowance
• Company MacBook, Claude and every licence the job needs
• Tenure bonuses at 12 and 24 months
• 15 days vacation leave and 15 days sick leave a year from regularisation

Growth

• ITIL 4 Foundation, funded in your first year
• An 18-month development plan, with paths toward service delivery, client success or people operations

About us

AImagineers Managed IT runs the IT of growing businesses in Australia and New Zealand, most with 20 to 150 staff. Each client has a named engineer who knows the business and works its hours.

A team stands behind every engineer: a Lead Engineer for escalations, a backup engineer for leave, specialists in cloud, security and AI, and a service coordinator. All of it is delivered from the Philippines, fully remote.

AImagineers Managed IT is part of AImagineers Software Philippines OPC, an AI engineering studio based in BGC, Taguig.

How we hire

We aim to decide within about 10 days.

• Screen (days 0–3): CV review, a 15-minute call and a short written English sample.
• Practical (days 3–5): build a monthly client report from raw ticket data in 60 minutes.
• Panel (days 5–7): with the Lead Engineer, including a client email role-play.
• Offer (around day 10), then a background check and a home-setup check.