Service Level Manager

Globe Telecom; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Globe Telecom is seeking an experienced professional to drive circuit service availability and SLA compliance. You will facilitate performance reviews, conduct root cause analysis, and drive service improvement plans while coordinating with cross-functional teams and stakeholders.

You will also serve as the primary post-repair interface, manage customer inquiries, review circuit outages, and ensure rebate endorsements align with SLA commitments. Extensive ITSM tooling experience is expected.

Qualifications

• At least 5 years 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 ITSM tools).
• Certification in IT Service Management Frameworks (ITIL Foundations) is preferred but not required.

Responsibilities

• Facilitates circuit health and SLA performance reviews, analyzing incident trends and presenting data to stakeholders.
• Conducts post-incident reviews and RCA, coordinating with resolver teams for permanent fixes.
• Serves as primary post-repair interface, handling incident inquiries and SLA-related concerns.
• Monitors availability of Tier 2 circuits and drives recovery via Service Improvement Plans.
• Validates service downtime, manages rebate endorsements and SLA commitments.

Skills

SLA Governance

Incident & Problem Management

Executive presentation skills

ITSM reporting

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Engineering

Bachelor’s degree in Electronics & Communications Engineering

Tools

Salesforce

ServiceNow

Telco ITSM tools

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.