Service Manager (B2B AU Telco)

MicroSourcing; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Performance bonuses

Competitive compensation

Team events

Job summary

MicroSourcing is building a dedicated team in Taguig to support a dynamic Australian telco client. The Service Manager will focus on operational execution, service coordination, and proactive client support, ensuring value and consistency across engagements.

You will collaborate with Client Success Managers and Delivery teams to monitor health, report performance, and manage onboarding activities, incidents, and escalations as needed.

Qualifications

• 2–4 years of experience in customer-facing or service delivery roles in IT/telecoms/managed services.
• Proven track record in customer success, account management or service delivery in large enterprise or government environments.
• Experience in operational management, SLA monitoring and incident escalation.

Responsibilities

• Support Client Success Managers in delivering high-value client engagements and nurturing partnerships.
• Ensure controlled service delivery and timely handling of client issues and requests.
• Monitor client health, produce service performance reports and conduct business reviews.

Skills

Customer facing

Service delivery

SLA monitoring

Incident escalation

Communication

Job description

Service Manager (B2B AU Telco)

Location: BGC, Taguig | Work setup & shift: Onsite | Day shift

Overview

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.

Job Summary

The Service Manager plays a key supporting role in ensuring enterprise clients receive consistent value from their partnership. Working closely with onshore Client Success Managers and the broader Delivery teams, the role focuses on operational execution, service coordination, and proactive client support. Responsibilities include monitoring client health, supporting service performance reporting, facilitating onboarding activities, and ensuring timely and accurate handling of client issues and requests.

Your Role

As a Service Manager, you will:

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, facilitate optimization initiatives, and provide clients with service performance updates.

Operational Excellence

• Ensure clients are consistently satisfied with our services by proactively managing issues, driving optimization efforts, and continuously improving service delivery engagement.
• Act as the first point of contact for day‑to‑day client requests and incidents, ensuring timely responses and clear communication.
• Identify potential issues before they impact the client and provide timely solutions.
• Ensure all service delivery processes are compliant with ITIL standards and best practices.
• 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 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, identifying 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.
• Client‑centric: deep empathy and passion for helping clients achieve their business goals.

Preferred Skills/Expertise

• Experience in implementing, supporting, and optimizing enterprise technologies to meet customer’s business objectives.
• 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: above‑market compensation, healthcare coverage on day one, paid time‑off, group life insurance, and performance bonuses.
• A collaborative spirit: contribute to a positive and engaging work environment through 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 advancement opportunities.
• Inclusive teamwork: celebrate diversity and foster an inclusive culture.

Our Commitment to 100% YOU

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

Terms & conditions apply.