Service Request Coordinator

MicroSourcing; Taguig; On-site; PHP 446,400 - 781,200; Full time

Benefits offered by this job

Healthcare coverage

Paid time-off

Group life insurance

Performance bonuses

Team events

Work-life balance

Career growth

Job summary

MicroSourcing in Taguig, Philippines, is seeking a Service Request Coordinator (B2B AU Telco) to support a fast‑moving Australian telco client. The role is onsite dayshift and focuses on delivering RFCs and maintaining service quality.

You will coordinate across internal teams and vendors, ensure billing accuracy, maintain the CMDB, and drive process improvements while building strong customer relationships and contributing to revenue protection.

Qualifications

• Experience in ICT networks, managed services, or a related technical environment.
• Strong knowledge of IT Service Management and ITIL.
• Demonstrated stakeholder and customer management experience across multiple levels.
• Commercial awareness, interpreting contracts, pricing structures, and chargeable services.
• Strong analytical, communication, and problem‑solving skills, with the ability to manage multiple priorities.

Responsibilities

• Manage the full RFC lifecycle, including validation, quotation, approvals, coordination, and execution.
• Ensure SLA compliance and accurate billing while protecting revenue through monitoring and oversight.
• Coordinate internal teams, vendors, and third‑party partners to deliver requests on time.
• Maintain the CMDB to support monitoring, reporting, and billing.
• Build strong customer relationships, communicate updates, and deliver a high‑quality service experience.
• Identify and drive process improvements to enhance efficiency and reduce revenue leakage.
• Collaborate with technical and business stakeholders to resolve issues and manage dependencies.

Skills

ICT networks

Stakeholder management

Analytical thinking

Communication skills

Problem solving

Tools

ServiceNow

CMDB management

ITSM platforms

Job description

Position

Service Request Coordinator (B2B AU Telco)

Location

BGC, Taguig, Philippines

Work Setup & Shift

Onsite | Dayshift

About the Role

We are building a new team to support a dynamic challenger in the Australian telco space, committed to redefining customer experiences and advancing digital innovation. Our client serves mid‑market to large enterprise customers and has a strong focus on sustainability, high performance, and an inclusive culture. This role offers an opportunity to contribute to nation‑wide projects and grow within a leading telecommunications organization.

Your Responsibilities

• Manage the full Request for Change (RFC) lifecycle, including validation, quotation preparation, approvals, coordination, and execution.
• Ensure SLA compliance and accurate billing while protecting revenue through performance monitoring and contractual oversight.
• Coordinate internal teams, vendors, and third‑party partners to deliver requests on time.
• Maintain the Configuration Management Database (CMDB) to support monitoring, reporting, and billing.
• Build strong customer relationships, communicate updates, and deliver a high‑quality service experience.
• Identify and drive process improvement initiatives that enhance efficiency and reduce revenue leakage.
• Collaborate with technical and business stakeholders to resolve issues, manage dependencies, and drive effective service outcomes.

Required Qualifications

• Experience in ICT networks, managed services, service operations, or a related technical environment.
• Strong understanding of IT Service Management principles and ITIL best practices.
• Demonstrated stakeholder and customer management experience across multiple levels.
• Commercial awareness, interpreting contracts, pricing structures, and chargeable services.
• Strong analytical, communication, and problem‑solving skills, with the ability to manage multiple priorities.

Preferred Skills & Expertise

• Hands‑on experience with RFC processes and service delivery coordination.
• Knowledge of CMDB management and configuration practices.
• Experience with ServiceNow or similar ITSM platforms.
• Experience driving process improvement and operational efficiency initiatives.
• Understanding of managed service environments, vendor management, and service lifecycle processes.

Benefits

• Competitive rewards and above‑market compensation.
• Healthcare coverage on day one, plus one or more dependents.
• Paid time‑off, group life insurance, and performance bonuses.
• Collaborative spirit with company‑sponsored events and activities.
• Work‑life harmony with a balanced schedule and team‑driven initiatives.
• Career growth opportunities and inclusive teamwork.

Equal Opportunity Employer

MicroSourcing firmly believes that our strength lies in our diversity. We value individuals of all races, genders, ethnicities, abilities, and backgrounds. Join us to thrive in an inclusive culture.

Terms & Conditions Apply

• Terms & conditions apply.