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

MicroSourcing International; 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

Discover your 100% YOU with MicroSourcing!

Position: Service Level Manager (ANZ) (MO)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

As a Service Level Manager (ANZ) (MO), you will:

• Monitor and manage Service Level Agreements (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.
  
  

What You Need

Non-negotiables

• At least 5 years of experience in Service Level Management or Service Management (ITIL).
• Advanced expertise in data analysis and automated reporting (Excel, Power BI, or similar).
• Strong understanding of ITIL frameworks and SLA/KPI structures.
• Proven experience managing service credits and complex contractual obligations.
• Excellent stakeholder management skills, specifically 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.
  
  

Preferred Skills/expertise

• ITIL Certification.
• Experience in the Telecommunications or Managed Services industry.
• Knowledge of ServiceNow or similar ITSM tools.
• Experience with process automation (SQL, VBA, or Python).
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply