Telco Service Operations Lead (Onsite) – CX & Automation

MicroSourcing International; Taguig; On-site; PHP 1,674,000 - 2,902,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off

Group life insurance

Performance bonuses

Job summary

MicroSourcing invites a seasoned Manager, Service Operations to lead day-to-day telco service delivery from our BGC, Taguig site. You’ll own escalations, drive continuous improvement, and align operations with SLAs and client expectations.

You’ll manage a 24/7 service centre, champion ITIL-aligned processes, coach a high-performing team, build strong stakeholder relationships, and steer automation and efficiency projects in a dynamic omni-channel environment.

Qualifications

• Minimum 5 years in Telco, ICT, or Managed Services at a senior operational level.
• Experience leading teams in a 24/7 environment.
• Strong understanding of ITIL practices and service management frameworks.
• Familiarity with Service Desk, Asset Management, and Billing technologies.

Responsibilities

• Oversee day-to-day operations of the Service Centre and rostering.
• Drive continuous improvement to meet SLAs and client expectations.
• Lead escalation management and incident response.
• Collaborate with internal teams and external vendors for seamless service delivery.
• Promote automation and efficiency through process enhancements.
• Coach and develop a high-performing, customer-focused team.

Skills

Leadership

ITIL knowledge

24/7 operations

Customer focus

Communication

Service management

Tools

Service Desk

Asset Management

Billing technologies

Job description

MicroSourcing invites a seasoned Manager, Service Operations to lead day-to-day telco service delivery from our BGC, Taguig site. You’ll own escalations, drive continuous improvement, and align operations with SLAs and client expectations.

You’ll manage a 24/7 service centre, champion ITIL-aligned processes, coach a high-performing team, build strong stakeholder relationships, and steer automation and efficiency projects in a dynamic omni-channel environment.