Service Manager B2B Au Telco

MicroSourcing; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time-off

Group life insurance

Career growth opportunities

Job summary

MicroSourcing is seeking a Service Manager (B2B AU Telco) based in BGC, Taguig. The role collaborates with onshore Client Success Managers and Delivery teams to ensure enterprise clients receive value and proactive support.

You will focus on operational execution, service coordination, onboarding, reporting, and issue resolution, with ITIL-aligned practices and strong cross-team collaboration. Onsite day shift in the Philippines.

Qualifications

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

Responsibilities

• Support Client Success Managers in delivering high-value client engagements and partnerships.
• Prepare client success plans, service reports, and account updates.
• Maintain structured communication through monthly, quarterly and yearly reviews.
• Proactively manage issues and drive service delivery optimizations.
• Coordinate onboarding, handoffs and service performance reporting.

Skills

Customer-facing

SLA monitoring

Incident escalation

Telecommunications knowledge

Operational management

Tools

NICE CXone

Nexidia

Webex Contact Centre

MS Teams

Webex Calling

Job description

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!

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.

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.

Your Role

Client Relationship Management & Value Delivery

• 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

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.

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, 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.

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. 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, visithttps://www.microsourcing.com/

• Terms & conditions apply

Requirements: