Own the Operations Behind Seamless Telecom Service Delivery
Turn telecommunications operations expertise into measurable improvements across provisioning, activation, service assurance, and customer experience. As a Service Assurance Operations Manager, you'll lead teams responsible for keeping critical connectivity services moving-from order management and carrier coordination to escalations, SLA performance, and service resolution. Bring your knowledge of Australian telecommunications, NBN, broadband, voice, mobile, fibre, and data networks into a role with real operational influence. With Emapta, gain global exposure, leadership development, career stability, and opportunities built for high-performing professionals.
Snapshot
Employment Type: Full-time
Work Setup: Onsite, Ortigas
Shift: Day Shift 6:00 AM-3:00 PM PH, Weekends Off
Salary: PHP 70,000 to PHP 80,000
Benefits
- Competitive Salary Package
- Day Shift schedule
- Fixed weekends off
- HMO coverage with free dependent upon regularization
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
Qualifications
- 2-3 years of experience managing telecommunications provisioning, service delivery, or service assurance teams
- Strong knowledge of Australian telecommunications products and services, including NBN, broadband, voice, mobile, fibre, and data networks
- Strong understanding of telecommunications systems, provisioning workflows, order management, service activation, and assurance operations
- Proven leadership experience in team management, coaching, workforce planning, performance management, and employee development
- Experience managing service escalations, incidents, provisioning delays, and service resolution
- Strong proficiency in KPI monitoring, operational analytics, performance reporting, and data-driven decision-making
- Experience identifying operational risks, resolving service issues, and implementing effective mitigation strategies
- Strong stakeholder management experience, including working with carriers, wholesalers, vendors, and cross-functional teams
- BPO telecommunications operations experience is preferred but not required
- Excellent written and verbal communication, stakeholder management, and relationship-building skills
- Strong analytical, critical-thinking, decision-making, and problem-solving capabilities
- Customer-focused and highly organized, with strong prioritization and time management skills
- Resilient and adaptable, with sound judgment and the ability to perform effectively in fast-paced operational environments
- Collaborative and improvement-focused, with a strong commitment to service quality and operational efficiency
Responsibilities
Operational Leadership
- Lead and manage the day-to-day operations of the Service Assurance function
- Ensure customer orders are provisioned, activated, and completed within agreed SLAs
- Monitor operational performance and proactively address risks, delays, and service impacts
- Establish and maintain operational processes that support efficient service delivery
- Drive accountability and performance across the team
Service Delivery & Provisioning Management
- Oversee end-to-end order management activities
- Manage order pipelines, Service Assurance and Connect queues, and backlog reduction initiatives
- Ensure timely escalation and resolution of provisioning delays and service delivery issues
- Collaborate with carrier partners and internal stakeholders to expedite service activations
- Maintain visibility of high-priority client orders and critical business services
Service Assurance & Customer Experience
- Ensure clients receive timely and accurate updates regarding service delivery and activation
- Drive improvements in customer experience throughout the provisioning and assurance lifecycle
- Monitor customer escalations and ensure effective resolution
- Develop processes that reduce effort and improve service outcomes for clients and teams
People Leadership
- Lead, coach, and develop Team Leaders, SMEs, and Service Assurance Representatives
- Conduct regular performance reviews, coaching sessions, and career development discussions
- Foster a culture of accountability, collaboration, and continuous improvement
- Support workforce planning, recruitment, onboarding, and succession planning activities
- Manage attendance, performance, engagement, and employee relations matters within the team
Stakeholder & Carrier Management
- Build strong relationships with internal departments, carrier partners, wholesalers, and vendors
- Represent the Service Assurance function during operational meetings and service reviews
- Escalate systemic issues and advocate for solutions that improve operational outcomes
Performance & Reporting
- Monitor and report on key operational metrics and service performance
- Analyze trends and identify opportunities to improve efficiency and service quality
- Prepare operational reports and business updates for senior leadership
- Ensure compliance with quality, process, and operational requirements
Continuous Improvement
- Identify process inefficiencies and implement operational improvements
- Lead initiatives focused on efficiency, workflow optimization, and service excellence
- Drive a culture of continuous improvement through data-driven insights and feedback
- Support transformation initiatives and new product or service introductions
About the Client
Our client is a leading telecommunications innovator recognized for delivering high-performance connectivity solutions across consumer, business, and wholesale markets. Backed by extensive network infrastructure and a strong customer-first philosophy, the organization continues to expand its national footprint through innovation, strategic growth, and operational excellence. Industry recognition for service quality and innovation, combined with significant revenue and profitability growth, reflects its commitment to transforming digital connectivity experiences while empowering businesses and communities through reliable, future-ready technology solutions.
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
Apply now and experience the difference!
