Service Level Manager

Globe Telecom, Inc.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Globe Telecom, Inc. is seeking an experienced professional to oversee SLA governance, incident and problem management, and RCA activities within our network operations framework.

The role involves coordinating with cross-functional teams to review circuit health, analyze incident trends, and drive permanent improvements. Strong presentation skills and ITSM tool experience are essential in communicating findings to executives and stakeholders.

Qualifications

• 5+ years in SLA Governance, Incident and Problem Management (RCA)
• Experience in Telco and B2B Enterprise Core Data Products/Architecture
• Exposure to ITSM tools like Salesforce and ServiceNow

Responsibilities

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

Skills

SLA Governance

Incident Management

Problem Management

Root Cause Analysis

Executive Presentation

Education

Information Technology

Computer Engineering

Electronics and Communication 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.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers. Purpose In everything we do, we treat people right to create a Globe of Good. Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.