Service Operations Administrator | Onsite | AU Hours

OutForce Inc.; Metro Manila; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Competitive compensation package

Comprehensive HMO with free dependent

Employee referral program

20 days annual leave

Engaging team activities

Strong stakeholder connections

Client engagement initiatives

Job summary

OutForce Inc. is a people-first outsourcing company that embeds its professionals with clients to deliver high-performing teams.

We seek a Service Operations Administrator to own back-office IT service desk processes, ensure accurate billing, and maintain data integrity across agreements and SLAs. You will work during AU business hours on-site, handling scheduling, time entry, billing reconciliation, and knowledge management while collaborating with cross-functional teams to improve processes

Qualifications

• Excellent written and spoken English with clear, concise client communication.
• At least two years in a service coordination, billing administration or service desk administration role for an IT managed services provider or similar.
• Demonstrated accuracy with high volumes of transactional data (e.g., 140 time entries, 50 ticket closes daily).
• Knowledge of a professional services automation or ticketing platform and how agreements, work types and time entries drive invoicing.
• Proficient with Excel (filters, lookups, pivot tables) and data reconciliation.

Responsibilities

• Run the daily rhythm: audit yesterday's time entries, route no-charge entries, close tickets, manage billing queries, and monitor SLA.",

Skills

English proficiency

Service coordination

Excel skills

Polite persistence

Scheduling

Tools

HaloPSA

Microsoft 365 admin centre

Partner Center licence reporting

NinjaONE

Xero

Job description

Job description

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• Great Place to Work® Certified
• HR Asia Best Companies to Work for in Asia 2025
• HR Asia Most Caring Company Award 2025
• HR Asia Diversity, Equity & Inclusion Award 2025

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join

An Australian-owned telco and tech company serving residential, business, and corporate customers. Strong customer service is core to how we operate, and we've built a reputation for punching above our weight in a competitive industry. The awards are nice, but we're not done yet. We're growing a team built to challenge how telco and tech is done.

Job Overview:

Employment type: Full-time

Shift: Coverage AU business hours

Work setup: On-site Setup

What we offer:

• Competitive compensation package aligned with your skills and experience.
• Comprehensive HMO coverage, including a free dependent on Day 1
• Employee referral program with rewarding incentives
• 20 days of annual leave, giving you flexibility to manage your time
• Engaging team activities and events to keep work enjoyable
• Build strong, high-impact connections with key stakeholders across the business.
• Take part in client engagement initiatives to elevate your professional experience.

Job Summary:

The Service Operations Administrator owns the back office of the Managed IT service desk: scheduling, time entry and billing accuracy, agreement and licence-count reconciliation, ticket close-out and SLA monitoring. The role exists so that technicians and the Lead do technical work, and so the business can trust that every hour logged is accurate, every billable hour is billed, and every ticket meets its SLA or is escalated before it breaches. This is an administration role, not a technical one. It works to a written billing policy and a coverage matrix per plan, and it is measured on accuracy, timeliness and completeness rather than on tickets resolved.

What We’re Looking For:

• Excellent written and spoken English, with clear and concise written communication to clients.
• At least two years in a service coordination, billing administration or service desk administration role for an IT managed services provider or a comparable business.
• Demonstrated accuracy with high volumes of transactional data, in the order of 140 time entries and 50 ticket close-outs a working day.
• Working knowledge of a professional services automation or ticketing platform, and of how agreements, work types and time entries drive invoicing.
• Confident with Excel: filters, lookups, pivot tables and reconciling one list against another.
• Disciplined scheduling and follow-through, and the ability to chase busy technicians and clients politely and persistently.

Desirable

• Experience with HaloPSA.
• Experience with the Microsoft 365 admin centre and Partner Center licence reporting, and with NinjaONE.
• Experience with Xero or a similar accounting platform.
• Experience supporting Australian clients or working to Australian business hours.
• Experience preparing knowledge base content or process documentation.

What You’ll Be Working On:

• Run the daily rhythm: audit yesterday's time entries by 10:00, resolve or route every no-charge entry, close out completed tickets, sweep aged and at-risk tickets at midday, handle billing queries in the afternoon, and run a second close-out pass and an SLA exception list to the Lead and the General Manager IT at end of day.
• Own the schedule: book and confirm on-site visits, rollouts and patching windows, resolve clashes with the Lead, and keep technicians' calendars and the client informed in writing.
• Produce the monthly billing report and work every discrepancy to a conclusion: billed, corrected, or escalated with the evidence attached.
• Keep client master data, the coverage matrix and the timesheet and SLA configuration accurate so that billing rules fire correctly without manual intervention.
• Review quarantine digests to the documented procedure, release or reject as the procedure allows, and refer anything suspicious to the security escalation point without delay.
• Maintain the knowledge base so that articles written by technicians are complete, formatted and findable, and clear the draft-processes queue weekly.
• Record your own time against the correct ticket or charge code as work is performed, not retrospectively at the end of a shift.
• Identify work that recurs because a rule or system setting is missing and refer it for a permanent fix rather than handling it by hand each time.

Service Operations Administrator

• Communicate clearly and professionally with Australian clients and colleagues in written and spoken English.
• Contribute to the team's performance by taking on broader accountabilities that reflect your capabilities, skills and development goals.

Ready to take your career to the next level? Join us and be part of a team that values your growth, celebrates your achievements, and empowers you to make a real impact.