Service Manager

MicroSourcing; Philippines; On-site; PHP 480,000 - 780,000; Full time

Benefits offered by this job

Healthcare benefits

Performance bonuses

Career growth opportunities

Job summary

MicroSourcing is seeking a Service Manager to support enterprise clients with operational execution, service coordination, and proactive client support. You will collaborate with Client Success Managers and Delivery teams to monitor health, prepare reports, and manage onboarding for smaller accounts.

Onsite role with day shifts, focusing on incident handling, issue resolution, and ITIL-aligned service delivery. Your performance will drive client satisfaction and value realization.

Qualifications

• 2–4 years of experience in customer-facing or service delivery roles in IT, telecommunications, or managed services.
• Proven track record in customer success or account management in enterprise environments.
• Experience in operational management, SLA monitoring, and incident coordination.
• Strong understanding of telecommunications services, networks and IT solutions.
• Excellent communication, presentation and interpersonal skills with the ability to influence stakeholders.

Responsibilities

• Support Client Success Managers in delivering high-value client engagements and foster long-term partnerships.
• Assist in preparing client success plans, service reports, and account updates.
• Maintain a structured cadence of communications through business reviews to gather feedback and report performance.

Skills

Customer success

Account management

Service delivery

ITIL

SLA monitoring

Communication

Cross-functional collaboration

Relationship building

Tools

NICE CXone

Nexidia

Webex Contact Centre

Cisco Meraki

MS Teams

Webex Calling

Job description

Location: Taguig, Metro Manila, Philippines

Type: Full-Time

Work setup & shift: Onsite | Day shift

Job Summary

The Service Manager plays a key supporting role in ensuring enterprise clients receive consistent value from their partnership. Working in close collaboration with onshore based Client Success Managers and the broader Delivery teams, this role focuses on operational execution, service coordination, and proactive client support. The CSM helps monitor client health, supports service performance reporting, facilitates onboarding activities, and ensures that client issues and requests are managed in a timely and accurate manner. The role may be the primary point of contact on smaller accounts independently or play a supporting role on larger, strategic accounts.

Your Role

• Support Client Success Managers in delivering consistent, high-value client engagements and nurturing long‑term partnerships through deep understanding of client objectives.


• Assist in the preparation of client success plans, service reports, and account updates.


• Maintain a structured cadence of communication through Monthly, Quarterly and Yearly Business Reviews to orchestrate customer feedback and needs, facilitate optimization initiatives execution, and provide clients with service performance updates and metrics.

Operational Excellence

• Ensure that clients are consistently satisfied with our services by proactively managing issues, driving optimization efforts, and continuously improving service delivery engagement.


• Act as a first point of contact for day‑to‑day client requests and incidents, ensuring timely responses and clear communication.


• Proactive Issue Resolution: Identify potential issues before they impact the client and provide timely solutions.


• ITIL Process Adherence: Ensure all service delivery processes are compliant with ITIL standards and best practices, maximizing the use of standard product set to achieve client goals efficiently.


• Support escalations for major incidents after hours where required.

Client Health & Engagement

• Monitor client health through defined success metrics, address risks and capitalize on opportunities to drive tangible business outcomes.


• Prepare detailed service performance reports, success plans, and account updates to inform internal teams and clients.

Onboarding

• Facilitate client onboarding playbook to ensure clients are fully equipped to leverage our products and services for sustained business value upon project completion.

Financial Management

• Regularly review client invoicing, including onboarding or offboarding of services to ensure alignment with contract terms and resolve any discrepancies.


• Ensure the account team are engaged across any commercial issues including disputes, back billing, credits.


• Discuss aged debt concerns with client and identify any impediments to payment.

Continuous Improvement & Innovation

• Gather client feedback and provide insights to Client Success Managers and product/service teams.


• Participate in operational improvement initiatives, helping identify process gaps and recommending optimizations.


• Work closely with Sales, Delivery, Engineering, and Support teams to coordinate effective handoffs and account updates.

What You Need

Non-negotiables

• 2–4 years of experience in customer‑facing or service delivery support roles in IT, telecommunications, or managed services.


• Proven track record in customer success, account management or service delivery management in complex, large scale enterprise or government environments.


• Experience in operational management, SLA monitoring, incident escalation, and coordination across service delivery teams.


• Strong understanding of telecommunications services, networks, and IT solutions.


• Demonstrated ability to interpret operational analysis and trends.


• Exceptional communication, presentation, and interpersonal skills, with ability to influence and build trust across diverse audiences.


• Client Centric: Deep empathy and passionate about helping clients achieve their business goals.

Preferred Skills / Expertise

• Experience in implementing, supporting, and optimizing enterprise technologies to meet customer’s business objectives, including:


• Contact Centre Solutions: NICE CXone, Nexidia, Webex Contact Centre.


• SD‑WAN Technologies: Cisco Meraki, Catalyst.


• EX Solutions: MS Teams and Webex Calling.

Benefits

• Competitive Rewards: Above‑market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off, group life insurance, and performance bonuses.


• A Collaborative Spirit: Positive and engaging work environment, company‑sponsored events and activities.


• Work‑Life Harmony: Balanced schedule and team‑driven initiatives designed to help you enjoy life beyond work.


• Career Growth: Continuous learning and career advancement opportunities.


• Inclusive Teamwork: Celebrates diversity and fosters an inclusive culture.