Telco Service Manager - Client Success & Ops

MicroSourcing International; Taguig; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage on day one

Paid time off

Group life insurance

Performance bonuses

Collaborative work environment

Work-life harmony

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing in Taguig invites a Service Manager to join a new team supporting an Australian telco. The role emphasizes operational execution, service coordination, and proactive client support, collaborating with onshore Client Success Managers and global delivery teams.

You will monitor client health, produce service performance reports, assist onboarding, and ensure issues are managed promptly. A hands-on, customer-centric approach with ITIL-aligned practices will be valued, as you help

Qualifications

• 2–4 years of experience in customer-facing or service delivery support roles in IT, telecommunications, or managed services.
• Proven track record in customer success, account management or service delivery management in complex, large-scale enterprise or government environments
• Experience in operational management, SLA monitoring, incident escalation, and coordination across service delivery teams
• Strong understanding of telecommunications services, networks, and IT solutions
• Demonstrated ability to interpret operational analysis and trends
• Exceptional communication, presentation, and interpersonal skills, with ability to influence and build trust across diverse audiences
• Client centric: Deep empathy and passionate about helping clients achieve their business goals

Responsibilities

• Support Client Success Managers in delivering high-value client engagements and nurturing long-term partnerships.
• Prepare client success plans, service reports, and account updates.
• Maintain regular monthly/quarterly/yearly business reviews and provide service performance updates.
• Proactively manage issues and optimize service delivery to keep clients satisfied.
• Be the first point of contact for day-to-day client requests and incidents with timely responses.
• Identify potential issues early and provide timely solutions.
• Ensure ITIL-aligned service delivery processes and standard product usage.
• Support major incident escalations after hours when required.
• Monitor client health with defined metrics and inform internal teams and clients.
• Facilitate onboarding playbooks to ensure successful product adoption.
• Review client invoicing and contract terms; resolve discrepancies.
• Discuss aged debt concerns with clients and coordinate across commercial issues.
• Gather client feedback and inform product/service teams for improvements.
• Coordinate handoffs with Sales, Delivery, Engineering, and Support teams.

Skills

Customer facing

Service delivery

SLA monitoring

Incident escalation

Telecommunications knowledge

Communication skills

Client focus

Tools

ITIL framework

Job description

MicroSourcing in Taguig invites a Service Manager to join a new team supporting an Australian telco. The role emphasizes operational execution, service coordination, and proactive client support, collaborating with onshore Client Success Managers and global delivery teams.

You will monitor client health, produce service performance reports, assist onboarding, and ensure issues are managed promptly. A hands-on, customer-centric approach with ITIL-aligned practices will be valued, as you help