Strategic Service Level & Performance Manager

Globe Telecom, Inc.; Manila; On-site; PHP 80,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Flexible benefits

Job summary

Globe Telecom, Inc. is seeking a Service Level Management professional in Manila to develop and maintain strong relationships with stakeholders and to manage SLAs, OLAs/OSPs, and provider performance. The role emphasizes proactive service level management, incident communication, and ongoing improvement with service providers.

The successful candidate will collaborate with Change Managers on new service requirements and coordinate regular service reviews to ensure delivery excellence.

Responsibilities

• Build and maintain relationships with internal and external stakeholders (service, account, commercial leads, ops teams, customers and suppliers).
• Negotiate, design and manage SLAs and related credit structures.
• Design and maintain OLAs/OSPs as required.
• Proactively manage service levels to prevent failures and enable swift fixes.
• Develop Corrective Action Plans with service providers.
• Coordinate with Change Managers on SL SLA requirements for new services.
• Oversee Daily, Weekly, and Monthly Service Review processes to ensure effectiveness.
• Own all aspects of service provider performance management.
• Track escalations and disputes with providers.
• Drive continual improvement with providers to maximize value and service outcomes.
• Report major incidents to stakeholders, including senior management.

Job description

Globe Telecom, Inc. is seeking a Service Level Management professional in Manila to develop and maintain strong relationships with stakeholders and to manage SLAs, OLAs/OSPs, and provider performance. The role emphasizes proactive service level management, incident communication, and ongoing improvement with service providers.

The successful candidate will collaborate with Change Managers on new service requirements and coordinate regular service reviews to ensure delivery excellence.