Technical Service Management Lead (STT GDC Philippines)

Globe Telecom, Inc.; Philippines; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Globe Telecom, Inc. seeks a Technical Service Management Lead to ensure high customer satisfaction and 100% SLA adherence through real-time monitoring and ITIL-aligned service management across incidents, changes and requests.

You will oversee power and cooling infrastructure monitoring, customer onboarding/training, and compliance, developing strategies to improve satisfaction and retention while safeguarding regulatory standards.

Qualifications

• The candidate must have a bachelor's degree in Engineering, IT, Computer Science, Business Administration or related field.
• Minimum 5 years in technical support or customer success management within tech, telecoms or data centers.
• ITIL or Data Center Practitioner certifications preferred; familiarity with Tier 3 Data Center standards.

Responsibilities

• Develop and maintain customer relationships; act as primary customer contact and provide service updates.
• Provide technical support, resolve issues, assist with data center solutions deployment and optimization.
• Develop strategies to improve satisfaction and retention; monitor KPIs and conduct improvement reviews.
• Manage onboarding and training sessions on best practices and service usage.
• Collect and analyze customer feedback; advocate for product improvements across teams.
• Ensure regulatory compliance and quality; participate in audits and risk management.

Skills

Relationship management

Customer success

Technical support

Communication

Project management

Analytical skills

Team collaboration

Regulatory compliance

Education

Bachelor's degree in Engineering/IT/CS/Business Administration

Tools

ITIL

Data Center Practitioner

Job description

Job Description Role Overview:

The Technical Service Management Lead ensures high customer satisfaction and maintains 100% SLA adherence through real-time monitoring and ITIL-aligned service management (incidents, changes, requests).

Core Responsibilities:

Manages power and cooling infrastructure monitoring, customer relationships, onboarding/training, customer success initiatives, and regulatory/audit compliance.

Key Requirements:

Bachelor's degree in Engineering, IT, or related fields with 5+ years of experience in technical support/customer success. ITIL or Data Center Practitioner certifications preferred, along with expertise in Tier 3 Data Center standards.

Key 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.

Professional Background and Experience

Bachelor’s degree in Engineering, 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.

Professional Qualifications & Training

Relevant certifications such as ITIL, Data Center Practitioner or Customer Success Management are preferred.

Knowledge and Skills

Industry Regulations and Compliance Knowledge: Understanding of compliance with local and international regulations pertinent to data centers and technology infrastructure. Market Trends Awareness: Knowledge of current trends in data center and customer relationship management, with the ability to leverage this understanding to enhance customer satisfaction. Risk Management: Proficient in identifying and mitigating risks associated with delivery of service level agreement customer relationships and technical implementations. Customer Success Best Practices: Expertise in best practices for maintaining and enhancing customer satisfaction and loyalty in the tech industry. Project Management Capabilities: Effective project management skills to oversee customer onboarding and ongoing support initiatives. Technical Proficiency: Proficiency in managing and monitoring critical power and cooling infrastructure, ensuring adherence to Tier 3 Data Center compliance standards. Technical Skills: Proficient in technical support methodologies and tools, with a focus on data center solutions. Customer Relationship Management: Expertise in developing and maintaining strong customer relationships. Analytical Skills: Ability to analyze customer needs and feedback to improve service delivery. Communication Skills: Strong verbal and written communication skills for effective customer and team interactions. Team Collaboration: Ability to collaborate with internal teams to enhance customer success initiatives.

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.

Globe Telecom, Inc.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.