Service Level Manager (Manager)

GCash; Center City (MN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Career growth opportunities

Collaborative team environment

Competitive compensation and benefits

Job summary

GCash, a leading FinTech company, is seeking a dedicated Service Delivery Manager to fortify relationships with internal teams and external partners. You will design and oversee SLAs/OLAs, manage service levels, and drive improvements to ensure reliable service delivery.

The role requires proactive incident handling, governance of service reviews, and clear communication with executives on major incidents affecting availability. A strong focus on collaboration and value realization is essential.

Qualifications

• Strong ability to build and maintain relationships with internal and external stakeholders.
• Experience negotiating SLAs and OLAs and managing service metrics.

Responsibilities

• Develop and maintain strong working relationships with key stakeholders including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.
• Negotiate, design, manage and maintain SLAs and credit structures as required.
• Negotiate, design, manage and maintain OLAs or OSPs as required.
• Proactively manage service levels, focusing on prevention of failures and swift corrective actions.
• Manage corrective action plans with service providers as necessary.
• Coordinate with Change Managers for service and change requirements.
• Oversee Daily/Weekly/Monthly Service Review processes.
• Accountable for performance management of service providers and escalation handling.
• Drive continual improvement with service providers to deliver value.
• Communicate major incidents or problems affecting service availability to stakeholders.

Skills

Stakeholder management

SLA/OLA negotiation

Service level management

Vendor management

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

• Develop and maintain strong working relationships with key internal and external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.
• Negotiate, agree, design, manage and maintain SLA's and associated credit structures as required.
• Negotiate, agree, design, manage and maintain Operational Level Agreements (OLA's) or Operational Service Protocols (OSP's) as required.
• Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.
• Develop and manage Corrective Action Plans with Service Providers, as necessary.
• Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes.
• Responsible for Daily Service Review, Weekly Service Review and Monthly Service Review processes, ensuring they are run effectively.
• Accountable for all aspects of Service Provider(s) Performance Management. Tracks escalated performance issues and disputes with Service Providers.
• Drive the Service Provider(s) continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts.
• Communicates to stakeholders, including high management, of any major incident or problem affecting service availability

What We Offer

• Opportunity for career growth and development in the #1 FinTech company in the country
• Working with a dynamic and highly collaborative team who want to change the game
• A company that values their people with highly competitive and flexible compensation and benefits package