Technical Service Management Lead: Data Center & SLA Expert

Globe Telecom; Pateros; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Globe Telecom in the Philippines is seeking a Technical Service Management Lead to ensure high customer satisfaction and 100% SLA adherence through real-time monitoring and ITIL-aligned service management. The role emphasizes incident, change, and service request lifecycles while overseeing critical data-center infrastructure.

You will lead onboarding, training, customer success initiatives, and compliance efforts with a focus on proactive problem resolution and long-term client relationships.

Qualifications

• Bachelor’s degree in Engineering, IT, or related field.
• 5+ years of experience in technical support or customer success.
• ITIL or Data Center Practitioner certifications preferred.
• Knowledge of Tier 3 Data Center standards.

Responsibilities

• Manage power and cooling infrastructure monitoring.
• Maintain customer relationships and onboarding/training.
• Drive customer success initiatives and KPIs; monitor compliance.
• Ensure regulatory/audit compliance and SLA adherence.

Skills

Technical support

Customer success

ITIL

Data Center

Education

Bachelor's degree in Engineering or IT

Tools

ITIL

Data Center Practitioner

Job description

Globe Telecom in the Philippines is seeking a Technical Service Management Lead to ensure high customer satisfaction and 100% SLA adherence through real-time monitoring and ITIL-aligned service management. The role emphasizes incident, change, and service request lifecycles while overseeing critical data-center infrastructure.

You will lead onboarding, training, customer success initiatives, and compliance efforts with a focus on proactive problem resolution and long-term client relationships.