Service Operations & Governance Manager (B2B AU Telco)

MicroSourcing; Philippines; On-site; PHP 1,800,000 - 3,400,000; Full time

Benefits offered by this job

Above-market compensation

Healthcare coverage on day one (with)

Paid time-off

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Manila seeks a Service Operations & Governance Manager to drive adoption of IT service management best practices across Enterprise & Business units. You will lead transitions, ICT requests, asset/configuration, change and problem management to deliver measurable improvements and maintain high operational health for clients.

You will mentor teams, report on key metrics, engage stakeholders, and ensure compliance with ITIL and ISO20000 standards while pursuing continuous service

Qualifications

• Minimum 5 years of Service Management experience.
• Strong ITIL 4 Foundation knowledge.
• Proven stakeholder management and negotiation skills.
• Excellent communication and presentation abilities.

Responsibilities

• Lead service management teams and drive improvement initiatives.
• Produce and coordinate service management reports and insights.
• Coordinate with senior stakeholders to resolve issues.
• Ensure delivery meets contractual obligations and audits.
• Identify risks and implement mitigation plans.

Skills

ITIL knowledge

Stakeholder management

Communication

Negotiation

Influence

Presentation skills

Interpersonal skills

Education

ITIL Practitioner Certification

Tertiary qualification

Tools

ISO20000 audits

Job description

Job Summary

As part of the Enterprise Service Management (ESM) Delivery Governance, the Service Management Leader will drive the adoption of Service Management best practices within the Enterprise & Business (EB) business. The role leads Transitions, ICT Request, Asset and Configuration, Change and Problem teams to deliver continuous business service improvement through measurable results, overseeing the Manila Service Management Team, managing operational health for customers, and developing initiatives for high-quality, consistent service operations.

Your Role

As Service Operations & Governance Manager, you will be responsible for leading and improving service management functions across the organization.

Team Leadership & Performance

• Train teams in proactively identifying problems, analyzing data, and recommending Service Improvement plans at the department or business unit level.
• Drive ITIL best practice improvements across ICT Request, Transitions, Asset and Configuration Management, Change and Problem Management.
• Produce and coordinate Service Management reports and insight information.
• Coordinate meetings with senior/external stakeholders to resolve problems.
• Review ticket reduction targets month on month with Enterprise stakeholders.
• Work effectively with internal resolver groups, delivery managers, external stakeholders and vendors.
• Identify customer issues and support continuous service improvement.
• Conduct trend analysis and internal performance reporting.
• Provide client performance reporting to external stakeholders.
• Review trends to plan and drive improvements.

Risk Identification

• Proactively identify and escalating potential risks.
• Contribute to development of risk management plans, establishment of risk controls, and performance of risk mitigation activities.
• Act as the primary escalation point for customer and stakeholder issues.
• Maintain effective communication with all stakeholders.
• Monitor service levels and proactively escape delays.
• Collaborate cross-functionally to resolve delivery challenges and enhance service outcomes.
• Contribute to best practice development and knowledge-sharing initiatives.

Reporting & Continuous Improvement

• Track and report key metrics including OTP, Cycle Time, NPS, and Rework.
• Capture and report Voice of Customer and Voice of Employee insights.
• Identify trends and lead initiatives for process improvement and operational efficiency.
• Support development and maintenance of quality procedures and documentation.
• Contribute to strategic planning and operational enhancements.

Audits & Compliance

• Ensure delivery meets customer expectations and contractual obligations.
• Prevent re-occurrence of incidents and issues across client environments.
• Apply lateral thinking to present credible and workable options.
• Adhere to Service Management, ITIL processes and techniques.
• Participate in ISO20000 audits, where required.
• Ensure all process documentation and work instructions are up to date and readily available.

What You Need

• Strong Service Management knowledge, ITIL 4 Foundation.
• Minimum 5 years of Service Management experience.
• Strong stakeholder management expertise.
• Ability to interact at all levels.
• Strong influence and negotiation skills.
• Ability to develop and present high‑impact messages.
• Strong communication skills.

Preferred Skills/Expertise

• ITIL Practitioner Certification.
• Tertiary qualification or technical/process background.
• Exposure to Telecommunications and internal operations teams.

You’ll Have

• Competitive rewards: above‑market compensation, healthcare coverage on day one (with dependents), paid time‑off, group life insurance, and performance bonuses.
• Collaborative spirit and a positive work environment.
• Work‑life harmony with a balanced schedule and team‑driven initiatives.
• Career growth opportunities through continuous learning and advancement.
• Inclusive teamwork celebrating diversity.

Terms & Conditions

Terms & conditions apply.