Service Level Manager

Globe Telecom; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Globe Telecom is seeking an experienced professional to drive SLA governance, incident and problem management, and RCA to ensure service availability and high customer satisfaction. You will analyze incident trends, coordinate cross-functional teams, and present performance data to stakeholders.

The role requires 5+ years in telecom/B2B data products, proficiency with ITSM tools (Salesforce, ServiceNow), strong executive reporting, and ITIL Foundations certification (preferred).

Qualifications

• At least 5 years of experience in SLA Governance, Incident and Problem Management (RCA).
• Experience in Telco and B2B Enterprise Core Data Products and Architecture.
• Experience with ITSM tools (Salesforce, ServiceNow, and proprietary Telco).
• Technical reporting and executive presentation skills for business reviews & stakeholder management.
• Certification in IT service management frameworks (ITIL Foundations) - preferred but not required.
• Bachelor’s degree in Information Technology, Computer Engineering, Electronics and Communication Engineering.

Responsibilities

• Facilitates circuit health and SLA performance reviews, analyzing incident trends and presenting reporting data to stakeholders.
• Conducts post-incident reviews and RCA with cross-functional resolver teams to drive permanent fixes.
• Serves as the primary post-repair customer interface, handling incident inquiries and circuit outage reviews.
• Monitors Tier 2 circuit availability and drives recovery through Service Improvement Plans.
• Validates service downtime and manages rebate endorsements per SLA commitments.

Skills

Executive presentation

Stakeholder management

Incident & problem management

SLA governance

Root cause analysis

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Engineering

Bachelor's degree in Electronics and Communication Engineering

Tools

Salesforce

ServiceNow

Job description

Job Description:

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Drives circuit service availability, SLA compliance, and customer satisfaction by facilitating performance reviews, conducting root cause analysis, drive execution of service improvement plans, and managing post-incident communications and rebate validation.

DUTIES AND RESPONSIBILITIES:

• Facilitates circuit health and SLA performance reviews, analyzing incident trends and presenting reporting data to internal and customer stakeholders.


• Conducts post-incident review and root cause analysis by coordinating with cross-functional resolver teams and drive permanent fixes for recurring incidents.


• Serve as the primary post-repair customer interface, providing transparent incident inquiries, circuit outage reviews, RCA and service performance concerns.


• Proactively monitors the availability of Tier 2 circuits and drives circuit performance recovery through execution of Service Improvement Plans


• Validate service downtime based on the circuit reported incidents, and manage rebate endorsements by ensuring compliance with SLA commitments.

REQUIREMENTS:

• At least 5 years experience in SLA Governance, Incident and Problem Management (RCA)


• At least 5 years experience in Telco and B2B Enterprise Core Data Products and Architecture


• Experience in ITSM Tools (Salesforce, Service Now, and proprietary Telco)


• Technical reporting and executive presentation skills for business reviews & stakeholder management


• Certification in Service Management Frameworks (ITIL Foundations) - preferred but not required


• Bachelor's degree in Information Technology, Computer Engineering, Electronics and Communication Engineering.

Equal Opportunity Employer

Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here.

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.