Join us and enjoy benefits designed to help you thrive:

Flexible hybrid work setup (1-2 days/month onsite reporting)
IT Equipment provided
HMO coverage starting from Day 1 for you and FOUR FREE dependents
Attractive retirement package with company matching
Life and Accident Insurance starting Day 1
24 Annual PTOs, additional 6 once you reach your 5th year with us
Competitive benefits with annual merit increase and incentives
Continuous improvement for our employees (workshops, certification programs, learning sessions, etc.)

Work Arrangement:

Set-Up: Hybrid (with 1/month onsite reporting)
Location: UP AyalaLand Technohub, Commonwealth, Quezon City | Mandurriao, Iloilo
Schedule: 7:00AM - 3:00PM (MNL Time)
Holidays: PH

We are seeking a senior Service Management professional to strengthen our Service Management capability. This role will provide dedicated capacity to support SLA commitments, service performance reporting, and customerfacing service discussions, particularly during contract renewals and periods of heightened regulatory scrutiny.

The role will be embedded within the Service Management team, which supports our two highavailability data platforms. It will act as a senior point of engagement for major clients and account managers and will work closely with stakeholders across Technology, Sales, Product, Client Delivery, Legal, and Service Management to ensure service commitments are clearly defined, measurable, and effectively governed.

The successful candidate will be confident operating at senior level, leading complex discussions, and translating technical service performance into clear, credible service objectives for customers.

Key Responsibilities

Service Level & Contract Support

Act as a senior point of engagement with clients on Service Level Agreements (SLAs), supporting contract negotiations, responding to SLArelated queries, and managing requested amendments to standard contractual terms, including service credit discussions.
Collaborate with technology teams, product owners, and client delivery managers to define and agree nonstandard service levels and response times, ensuring they are operationally viable and clearly documented.
Produce and maintain SLA reporting for clients, including system availability, incident performance, and service compliance metrics.
Work closely with Sales and Legal to ensure SLA positions are clear, consistent, and defensible.
Contribute to the enhancement and ongoing maintenance of the SLA database and the standard SLA query library, ensuring accuracy, consistency, and ease of reporting across the organisation.

Reporting & Analytics

Provide operational support for SLA commitments within customer contracts, including interpretation, tracking, and reporting – Via PowerBI, Sharepoint and Servicenow
Support and Develop Power BI dashboards for SLA reporting, service availability, and performance trends.
Ensure data accuracy, consistency, and suitability for both internal and customerfacing use.
Identify service risks, trends, and improvement opportunities through data analysis.

Stakeholder & Customer Engagement

Represent Service Management on senior internal and external calls, including challenging or highscrutiny discussions.
Clearly articulate service positions and rationale throughout negotiation to internal and external stakeholders.
Explain SLA outcomes and required remediation actions in clear, professional language.
Build credibility and trust with UK&I stakeholders through strong communication consistent delivery.

Service Management Operations

Support Incident and SLA Management processes using ServiceNow.
Ensure SLAs are correctly configured, measured, and reported within ServiceNow.
Apply ITIL / ITIL 4 best practices across service management activities.

Required Experience & Skills

Essential

Bachelor's Degree holder.
Strong, handson experience with SLA management and reporting.
Seniorlevel experience in IT Service Management or Service Delivery.
Proven ability to lead and contribute to seniorlevel calls with confidence.
Power BI skills, including dashboard creation.
Practical working knowledge of ITIL and ITIL 4 (Incident, Service Level, Continual Improvement).
Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
Excellent written and verbal communication skills.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Desirable

Experience with contract management, including interpreting service obligations and supporting contract governance and renewals.
Solid experience using ServiceNow or other similar service management tool for incidents, SLAs, and reporting.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives. e.g., copilot experience, AI agent
Experience working across time zones in a global delivery model.
Experience supporting UK or European customers.
Familiarity with regulatorydriven service scrutiny (e.g. operational resilience expectations).

Personal Attributes

Confident, credible, and comfortable challenging constructively when required.
Detailoriented with strong analytical capability.
Customerfocused and commercially aware.
Able to work independently while collaborating effectively with distributed teams.

Senior Service Management Analyst