Service Level Manager (Manager)

Globe Telecom, Inc.; Manila; On-site; PHP 80,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Flexible benefits

Job summary

Globe Telecom, Inc. is seeking a Service Level Management professional in Manila to develop and maintain strong relationships with stakeholders and to manage SLAs, OLAs/OSPs, and provider performance. The role emphasizes proactive service level management, incident communication, and ongoing improvement with service providers.

The successful candidate will collaborate with Change Managers on new service requirements and coordinate regular service reviews to ensure delivery excellence.

Responsibilities

• Build and maintain relationships with internal and external stakeholders (service, account, commercial leads, ops teams, customers and suppliers).
• Negotiate, design and manage SLAs and related credit structures.
• Design and maintain OLAs/OSPs as required.
• Proactively manage service levels to prevent failures and enable swift fixes.
• Develop Corrective Action Plans with service providers.
• Coordinate with Change Managers on SL SLA requirements for new services.
• Oversee Daily, Weekly, and Monthly Service Review processes to ensure effectiveness.
• Own all aspects of service provider performance management.
• Track escalations and disputes with providers.
• Drive continual improvement with providers to maximize value and service outcomes.
• Report major incidents to stakeholders, including senior management.

Job description

SLM Job Description / Responsible for the following:

• Develop and maintain strong working relationships with key internal and external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.
• Negotiate, agree, design, manage and maintain SLA's and associated credit structures as required.
• Negotiate, agree, design, manage and maintain Operational Level Agreements (OLA's) or Operational Service Protocols (OSP's) as required.
• Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.
• Develop and manage Corrective Action Plans with Service Providers, as necessary.
• Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes.
• Responsible for Daily Service Review, Weekly Service Review and Monthly Service Review processes, ensuring they are run effectively.
• Accountable for all aspects of Service Provider(s) Performance Management.
• Tracks escalated performance issues and disputes with Service Providers.
• Drive the Service Provider(s) continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts.
• Communicates to stakeholders, including high management, of any major incident or problem affecting service availability.

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country. Working with a dynamic and highly collaborative team who want to change the game. A company that values their people with highly competitive and flexible compensation and benefits package is the #1 Finance App in the Philippines. Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones. GCash is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.) since 2015. Mynt, Inc. is the parent company of GCash, the Philippines’ #1 finance superapp, advancing financial inclusion through ‘Finance for All’. G-Xchange, Inc. (GXI) is the payments company for GCash. GXI is a BSP‑licensed e‑money issuer responsible for the digital payments and electronic money activities in the GCash app. Fuse Financing, Inc. is the financing company for GCash. Fuse provides eligible users with access to fair and digitally-enabled credit products and solutions. Ryse, Inc. broadens access to investments that are easy to use and understand, supporting wealth‑building for Filipinos at different stages of their financial journey. BlockG Virtual Assets, Inc. supports responsible participation in digital assets, helping build trust and long‑term confidence in the continuously evolving digital landscape.