Service Level Manager – Data-Driven SLA Excellence (ANZ)

MicroSourcing; 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

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.