Telecom Service Request Lead (RFC/ITIL)

MicroSourcing International; Taguig; Sur place; PHP 600 000 - 900 000; Plein temps

Avantages offerts par ce poste

Healthcare coverage on day one

Paid time-off

Group life insurance

Performance bonuses

Career growth

Inclusive team culture

Résumé du poste

MicroSourcing is seeking a Service Request Coordinator (B2B AU Telco) to support end-to-end RFC lifecycles onsite in BGC, Taguig. You will ensure SLA compliance, coordinate internal teams and vendors, maintain CMDB accuracy, and drive revenue-protective service delivery for a major Australian telco client.

You will build strong client relationships, manage expectations, and identify process improvements to reduce leakage while expanding operational efficiency in a high-performance environment.

Qualifications

• Experience in ICT networks, managed services, service operations, or a related technical environment.
• Strong understanding of IT Service Management principles and ITIL best practices.
• Demonstrated stakeholder and customer management experience across multiple levels.
• Strong commercial awareness with experience interpreting contracts, pricing structures, and chargeable services.
• Strong analytical, communication, and problem-solving skills with ability to manage multiple priorities.

Responsabilités

• Manage the end-to-end Request for Change (RFC) lifecycle, including validation, quotation preparation, approvals, coordination, and execution activities.
• Ensure SLA compliance, accurate billing processes, and revenue protection by monitoring service delivery performance and contractual obligations.
• Coordinate internal teams, vendors, and third-party partners to ensure timely and successful request fulfillment across the delivery lifecycle.
• Maintain Configuration Management Database (CMDB) accuracy and ensure service information supports monitoring, reporting, and billing requirements.
• Build strong customer relationships by managing expectations, communicating updates, and providing a high-quality service experience.
• Identify process improvement opportunities that enhance efficiency, reduce revenue leakage, and improve overall service delivery outcomes.
• Collaborate with technical and business stakeholders to resolve issues, manage dependencies, and drive effective service outcomes.

Connaissances

ICT networks

ITIL

Stakeholder management

Contract interpretation

Analytical skills

Outils

ServiceNow

CMDB

Description du poste

MicroSourcing is seeking a Service Request Coordinator (B2B AU Telco) to support end-to-end RFC lifecycles onsite in BGC, Taguig. You will ensure SLA compliance, coordinate internal teams and vendors, maintain CMDB accuracy, and drive revenue-protective service delivery for a major Australian telco client.

You will build strong client relationships, manage expectations, and identify process improvements to reduce leakage while expanding operational efficiency in a high-performance environment.