Technical Service Management Lead ST Telemedia Global Data Centre Philippines

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

Job summary

Globe Telecom in Manila seeks a DC Technical Service Manager to uphold high customer satisfaction and long-term relationships through expert technical support and proactive account management.

The role focuses on onboarding, training, and driving customer success initiatives, while ensuring compliance and quality control across services and deployments. A strong background in IT, telecom, or data centers is essential.

Qualifications

• Bachelor’s degree required with 5+ years in technical support or customer success.
• Experience in technology, telecommunications, or data center environments preferred.
• Strong communication and relationship management skills.

Responsibilities

• Develop and maintain customer relationships; serve as the primary contact and provide service updates.
• Deliver technical support; resolve issues and assist with data center deployments.
• Lead customer success initiatives; monitor KPIs and drive improvements.
• Oversee onboarding and training on best practices and service usage.
• Collect feedback and advocate for customers; collaborate on product improvements.
• Ensure compliance with regulations and quality standards; participate in audits.

Skills

Customer relationship management

Technical support

Data center knowledge

Stakeholder communication

Education

Bachelor’s degree in Information Technology / Computer Science / Business Administration

Job description

Job Description:

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The DC Technical Service Management is responsible for maintaining high levels of customer satisfaction and fostering long-term relationships through the provision of expert technical support and customer relationship management. This role operates within the limits of standard industry practices and aims to achieve permanent objectives such as optimal customer retention and compliance with local and industry standards.

Duties And Responsibilities

Customer Relationship Management

Develop and maintain relationships, serve as the primary contact for customers, provide updates on services.

Technical Support and Expertise

Provide support, resolve issues, assist with data center solutions deployment and optimization.

Customer Success Initiatives

Develop strategies to enhance satisfaction and retention, monitor KPIs, conduct reviews for improvement.

Onboarding and Training

Manage onboarding, conduct training sessions on best practices and service usage.

Customer Feedback and Advocacy

Collect and analyze feedback, advocate within the company, collaborate on product improvements.

Compliance and Quality Control

Ensure activities comply with regulations and standards, participate in audits, implement risk management strategies.

KPIs

• Customer satisfaction ratings; Retention rate
• Resolution time; Issue closure rate
• KPI improvement; Customer retention rate
• Training completion rates; Onboarding feedback
• Feedback implementation rate; Advocacy impact
• Compliance rate; Audit outcomes

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• Minimum of 5 years of experience in technical support or customer success management, preferably within the technology, telecommunications, or data center industries.

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.