IT Service Management

Globe Telecom, Inc.

Philippines

5-7 Years

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Job Description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The champion of the service within ISG who closely partners with business and product teams in maintaining and uplifting the quality of a business service.

As the voice of the customer in ISG, the role leads the definition and execution of the service strategy, the prioritization of demands and service improvement initiatives.

Responsible for strategic service lifecycle management of multiple platforms and services in the following areas -- Charging, Billing, and Collections, aiming to exceed service commitments to stakeholders and to maximize investments.

Role is heavy on strategy and execution enablement, stakeholder management and highly-visible to senior management and cross-functional teams.

Manage and govern the Service from Service Strategy, Service Design and Service Improvement
Work and collaborate closely with Service Operations to ensure that Service Transition and Service Operations are linked to the overall Service Strategy
Develop business service roadmaps aligned with Globe's strategy and ISG's technology roadmap as well as with other cross-functional groups
Manage and orchestrate the demand prioritization within the service and coordinate withrelevant cross-functional leads to push forward the priority demands for the service
Be able to manage and do deep-dive focus on specific business services and will act as product owners for the persistent teams our core systems (Reloads, Order Management or CRM/Customer Identity)
Collaborate with partners from different groups within the organization, and stakeholder management towards the senior leaders of the organization
Define the service roadmap highlighting technology modernization and transformation
Define and execute theintegrationservice operating model (service description, SLA and reporting)
Drive continuous service improvements as well as for underlying processes
Ensure that changes follow the defined processes
Define the relevant monitoring and reportingfor the platforms/services in scope
Measure and report KPIs related toplatforms and services (golden signals)
Establish strong relationships with stakeholders and leverage those relationships to ensure maximum performance and value return for customers
Create, maintain, and enforceservice guidelines and principles
Develop and drive action plans to tackle immediate and ongoing service-related issues proactively
Identify initiatives to maximize investments and reduce total cost of ownership forplatformsand services in scope

KPIs:

Updated and regularly-cascaded Service Roadmaps
On-time and on-budget quality Project Delivery
Service Availability Improvements
Reduction of Tech Gaps and IT simplicity
IT Cost Reduction
Benefits Realization for initiatives with business cases

Top 3-5 Deliverables:

Service Roadmap and Lifecycle Strategy
Service Mapping Flows
Platform Lifecycle Management Principles and Execution
Monthly Operational and Commercial Service Reports - integration platforms and services
Big Play project executions

HIRING REQUIREMENTS:

Work Experience

Must Have: at least 5 years hands-on service delivery work experience. This should include service design, service lifecycle management, API lifecycle management and governance, or platform lifecycle management.
Nice to Have: Previous work experience in a telco or tech integration companies

Level of Knowledge

Proficient - ITIL Service Delivery Practices, Financial Management
Basic - API data application development and maintenance
Bachelor's Degree

Certifications/ Licenses:

Ideal but not required

ITIL v3 or v4
Product Management

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.