Service Level Analyst

MicroSourcing; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Healthcare from day one

Dependent coverage for family

Paid time off with cash conversion

Group life insurance

Performance bonuses

Team events

Flexible work arrangements

Job summary

MicroSourcing in Taguig is seeking an experienced Service Level Manager (ANZ) to monitor SLAs and drive reporting across the ANZ portfolio. This onsite role supports contractual compliance and data-driven insights in a fast-paced IT-enabled services environment.

The position requires 5+ years in SLA/ITSM, advanced data analysis with Excel/Power BI, and strong stakeholder management for ANZ or international clients.

Qualifications

• At least 5 years of experience in Service Level Management or ITIL-based service management.
• Advanced data analysis and automated reporting skills (Excel, Power BI).
• Strong ITIL knowledge and clear SLA/KPI structures.
• Experience managing service credits and complex contractual obligations.
• Excellent stakeholder management for ANZ or international clients.
• High attention to detail and data integrity.
• Ability to work onsite in BGC on Australian day shift.

Responsibilities

• Monitor and manage SLAs across the ANZ enterprise portfolio to ensure contractual compliance.
• Produce accurate and timely SLA performance reports, providing visibility into service health and risks.
• Identify and investigate service performance trends to minimize service credits and penalties.
• Drive data integrity and automation within reporting tools to improve efficiency and insights.
• Collaborate with Service Management and Delivery teams to implement continuous improvement initiatives.

Skills

Service Level Management

ITIL

Data Analysis

Excel

Power BI

Stakeholder Management

SQL

VBA

Python

ServiceNow

Tools

SQL

VBA

Python

ServiceNow

Job description

Job Description

Discover your 100% YOU with MicroSourcing!

Position: Service Level Manager (ANZ) (MO)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses


• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.


• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.


• Career Growth: Take advantage of opportunities for continuous learning and career advancement.


• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

• Monitor and manage Service Level Agreements (SLAs) across the ANZ enterprise portfolio to ensure contractual compliance.


• Produce accurate and timely SLA performance reports, providing visibility into service health and potential risks.


• Identify and investigate service performance trends to minimize service credits and penalties.


• Drive data integrity and automation within reporting tools to improve efficiency and accuracy of insights.


• Collaborate with Service Management and Delivery teams to implement continuous improvement initiatives.

What You Need

Non-negotiables

• At least 5 years of experience in Service Level Management or Service Management (ITIL).


• Advanced expertise in data analysis and automated reporting (Excel, Power BI, or similar).


• Strong understanding of ITIL frameworks and SLA/KPI structures.


• Proven experience managing service credits and complex contractual obligations.


• Excellent stakeholder management skills, specifically for ANZ or international clients.


• High attention to detail and a commitment to data integrity.


• Ability to work onsite in BGC on an Australian day shift schedule.

Preferred Skills/expertise

• ITIL Certification.


• Experience in the Telecommunications or Managed Services industry.


• Knowledge of ServiceNow or similar ITSM tools.


• Experience with process automation (SQL, VBA, or Python).

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

For more information, visit https://www.microsourcing.com/

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

• Terms & conditions apply