Service Level Manager

Globe Group; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Globe Group is seeking an experienced ITSM/Service Governance professional in the Philippines to oversee SLA governance, incident and problem management, and post-incident reviews. The role involves coordinating with cross-functional teams to analyze incidents, drive root cause analysis, and implement service improvement plans to maintain high availability.

The successful candidate will have 5+ years in Telco/B2B IT products, strong reporting skills, familiarity with ITSM tools such as

Qualifications

• Minimum 5 years in SLA governance, incident and problem management (RCA).
• Experience in Telco and B2B Enterprise Core Data products/architecture.
• ITSM tools proficiency (Salesforce, ServiceNow, proprietary Telco).

Responsibilities

• Facilitate circuit health, SLA performance reviews, and report results to stakeholders.
• Lead post-incident reviews and RCA with cross-functional teams; drive permanent fixes.
• Serve as primary post-repair interface, handle incident inquiries, reviews, and service concerns.
• Monitor Tier 2 circuit availability and drive recovery via Service Improvement Plans.
• Validate downtime and manage rebate endorsements per SLA commitments.

Skills

SLA Governance

Incident & Problem Management (RCA)

Executive reporting

Stakeholder management

Education

Bachelor’s degree in IT / CS / Electronics & Communication

Tools

Salesforce

ServiceNow

Proprietary Telco ITSM

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.