Service Operations Leader — Customer Excellence & Growth

Expereo International; Manila, Hinoba-an; On-site; PHP 200,000 - 320,000; Full time

Job summary

Expereo International, based in Manila, Philippines, seeks a Senior Manager of Service Operations to lead Expereo’s global Service Operations teams and ensure exceptional operational support and value delivery. The role focuses on building a high-performing organisation with scalable practices that improve service quality and efficiency.

As a senior operational leader, you will align resources to business priorities, manage escalations, and drive continuous improvement initiatives across the

Qualifications

• 8+ years of experience in Service Management, Service Assurance, Customer Operations or Managed Services environments.
• Bachelor's degree in IT, Engineering, Telecommunications, Business or a related field.

Responsibilities

• Lead and develop the Service Operations function, creating a high-performance culture focused on customer outcomes, accountability and continuous improvement.
• Own the operational performance of the function, ensuring effective prioritisation, resource allocation, workload management and delivery against agreed service objectives.
• Manage the activity-based operating model, overseeing the intake, assignment and tracking of customer requests, improvement initiatives and operational activities to ensure timely delivery and maximum business impact.
• Act as the senior escalation point for critical customer, providing leadership and direction while maintaining accountability within the teams for resolution and communication.
• Identify and deliver opportunities for automation, process optimisation and operational improvement, leveraging data and insights to improve customer experience, service quality and efficiency.
• Build strong relationships across customers, suppliers and internal stakeholders to remove barriers, influence outcomes and ensure effective collaboration across the business.
• Drive customer value creation by identifying service improvement opportunities, leveraging operational insights, bandwidth utilisation reporting and customer data to support retention, optimisation and revenue growth initiatives.

Job description

Expereo International, based in Manila, Philippines, seeks a Senior Manager of Service Operations to lead Expereo’s global Service Operations teams and ensure exceptional operational support and value delivery. The role focuses on building a high-performing organisation with scalable practices that improve service quality and efficiency.

As a senior operational leader, you will align resources to business priorities, manage escalations, and drive continuous improvement initiatives across the