Service Operations Leader — Drive Customer Outcomes & Automation

Expereo; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Expereo, a leader in intelligent internet platform solutions, is seeking a Senior Manager, Service Operations. You will lead Expereo’s Service Operations team to deliver exceptional support, manage escalations, and drive scalable, high-performing operational practices that improve service quality and efficiency.

You will align resources with business priorities, oversee the intake and tracking of customer requests and initiatives, and push continuous improvement to deliver measurable value for

Qualifications

• 8+ years in Service Management, Service Assurance, Customer Operations or Managed Services environments.
• Experience leading geographically distributed operational teams.
• Strong customer relationship management and stakeholder engagement skills.
• Strong analytical and data interpretation capabilities.
• Excellent communication skills with the ability to engage from operations to executives.
• Knowledge of telecommunications, networking, managed services, SD-WAN or SASE environments.

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 service objectives.
• Manage the activity-based operating model, overseeing intake, assignment and tracking of requests and initiatives for timely delivery and impact.
• Act as the senior escalation point for critical customer situations, providing leadership and direction.
• Identify and deliver opportunities for automation, process optimisation and operational improvement.
• Build strong relationships across customers, suppliers and internal stakeholders to enable collaboration.
• Drive customer value creation by using operational insights to support retention and revenue growth.

Job description

Expereo, a leader in intelligent internet platform solutions, is seeking a Senior Manager, Service Operations. You will lead Expereo’s Service Operations team to deliver exceptional support, manage escalations, and drive scalable, high-performing operational practices that improve service quality and efficiency.

You will align resources with business priorities, oversee the intake and tracking of customer requests and initiatives, and push continuous improvement to deliver measurable value for