Service Level Analyst

MicroSourcing International; Taguig; On-site; PHP 1,339,200 - 2,008,800; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Career growth

Inclusive culture

Job summary

MicroSourcing is seeking a Service Level Manager (ANZ) to oversee SLAs for the ANZ portfolio, ensuring contractual compliance and driving continuous improvement. The role is onsite at BGC, Taguig, with dayshift hours and collaborative cross-functional exposure.

Candidates should have 5+ years in SLA/ITIL, strong data analysis (Excel/Power BI), and stakeholder management, particularly with ANZ or international clients, to maintain service excellence.

Qualifications

• At least 5 years of experience in Service Level Management (ITIL).
• Advanced data analysis and automated reporting (Excel, Power BI, or similar).
• Strong understanding of ITIL frameworks and SLA/KPI structures.
• Experience managing service credits and complex contractual obligations.
• Excellent stakeholder management skills, esp. 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.

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 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.

Skills

Advanced data analysis

Excel

Power BI

ITIL knowledge

Stakeholder management

Tools

ServiceNow

SQL

VBA

Python

Job description

Position: Service Level Manager (ANZ) (MO)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Benefits

• Competitive Rewards: above-market compensation, healthcare coverage on day one, dependents, paid time-off with cash conversion, group life insurance, performance bonuses
• A Collaborative Spirit: contributing to a positive work environment through company-sponsored events and activities
• Work-Life Harmony: flexible arrangements to balance work and personal life
• Career Growth: opportunities for continuous learning and advancement
• Inclusive Teamwork: diverse, inclusive culture that celebrates everyone

Responsibilities

• 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

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)

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 is our commitment. Join us in celebrating YOU and your 100%!