Strategic Service Level & Performance Manager

Globe Telecom, Inc.; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Globe Telecom, Inc. is looking for a Service Level Management professional who will establish and maintain strong relationships with internal and external stakeholders, manage SLAs and OLAs, and drive performance with service providers to ensure reliability of critical services.

You will work across governance forums, support daily to monthly service reviews, and partner with Change Managers to align SL/OLA requirements with service changes, contributing to the success of GCash and related

Responsibilities

• Develop and maintain strong working relationships with key internal and external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.
• Negotiate, agree, design, manage and maintain SLA's and associated credit structures as required.
• Negotiate, agree, design, manage and maintain Operational Level Agreements (OLA's) or Operational Service Protocols (OSP's) as required.
• Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.
• Develop and manage Corrective Action Plans with Service Providers, as necessary.
• Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes.
• Responsible for Daily Service Review, Weekly Service Review and Monthly Service Review processes, ensuring they are run effectively.
• Accountable for all aspects of Service Provider(s) Performance Management.
• Tracks escalated performance issues and disputes with Service Providers.
• Drive the Service Provider(s) continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts.
• Communicates to stakeholders, including high management, of any major incident or problem affecting service availability.

Job description

Globe Telecom, Inc. is looking for a Service Level Management professional who will establish and maintain strong relationships with internal and external stakeholders, manage SLAs and OLAs, and drive performance with service providers to ensure reliability of critical services.

You will work across governance forums, support daily to monthly service reviews, and partner with Change Managers to align SL/OLA requirements with service changes, contributing to the success of GCash and related