Service Manager
MicroSourcing International
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Benefits offered by this job
Job summary
MicroSourcing in Taguig invites a Service Manager to join a new team supporting an Australian telco. The role emphasizes operational execution, service coordination, and proactive client support, collaborating with onshore Client Success Managers and global delivery teams.
You will monitor client health, produce service performance reports, assist onboarding, and ensure issues are managed promptly. A hands-on, customer-centric approach with ITIL-aligned practices will be valued, as you help
Qualifications
- 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
Responsibilities
- Support Client Success Managers in delivering high-value client engagements and nurturing long-term partnerships.
- Prepare client success plans, service reports, and account updates.
- Maintain regular monthly/quarterly/yearly business reviews and provide service performance updates.
- Proactively manage issues and optimize service delivery to keep clients satisfied.
- Be the first point of contact for day-to-day client requests and incidents with timely responses.
- Identify potential issues early and provide timely solutions.
- Ensure ITIL-aligned service delivery processes and standard product usage.
- Support major incident escalations after hours when required.
- Monitor client health with defined metrics and inform internal teams and clients.
- Facilitate onboarding playbooks to ensure successful product adoption.
- Review client invoicing and contract terms; resolve discrepancies.
- Discuss aged debt concerns with clients and coordinate across commercial issues.
- Gather client feedback and inform product/service teams for improvements.
- Coordinate handoffs with Sales, Delivery, Engineering, and Support teams.
Skills
Tools
Job description
Discover your 100% YOU with MicroSourcing!
Position: Service Manager (B2B AU Telco)
Location: BGC, Taguig
Work setup & shift: Onsite | Day shift
Be a part of something big at Microsourcing!
We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.
Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.
This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!
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.
This is a hands‑on, operationally focused role, ideal for individuals who are passionate about customer experience, detail‑oriented in managing service performance, and proactive in enabling smooth collaboration between local and international based teams. While the CSM builds strong customer‑facing relationships, their emphasis is on operational excellence and enabling long‑term client satisfaction, rather than executive‑level strategic engagement.
As a Service Manager, you will:
- 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.
- 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
- 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.
- Facilitate client onboarding playbook to ensure clients are fully equipped to leverage our products and services for sustained business value upon project completion.
- 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.
- 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.
- 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
- 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
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
- Competitive Rewards: Enjoy 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: Contribute to a positive and engaging work environment by participating in company‑sponsored events and activities.
- Work‑Life Harmony: Experience a culture that values your time, offering a balanced schedule and team‑driven initiatives designed to help you enjoy life beyond work.
- 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.
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. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/.
- Terms & conditions apply
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