Who We Are
We are trusted, modern technology leaders in:
- Agile Software Development
- Quality Assurance
- Cloud Consulting and Managed Services
- Data Engineering and Analytics
- Artificial Intelligence and Machine Learning
We use technology to enrich experiences, empower businesses, and uplift communities.
Our C.A.R.E. values:
- nourish Creativity
- embody Agility
- manifest Reliability
- pursue Evolution
The Role
At Stratpoint, we are all about empowering the doers in companies to make smarter decisions with their data. We are a tight-knit, friendly team of passionate and driven people who are dedicated to learning, get excited to solve tough problems and like seeing results, fast.
We are looking for a Service Level Manager who thrives in motivating team members to work together, running platforms efficiently, resolving issues, and maintaining customer satisfaction.
The Benefits
At Stratpoint, we enjoy the autonomy, lack of bureaucracy, and the freedom to experiment but without the chaos. We're like a startup but with adult supervision.
You will be supported by capable management of HR, Finance and IT that adheres to the highest standards of integrity and good governance.
Hybrid is our mode of work, but when we need to come together, we have inviting open floor office spaces designed to spark gatherings, collaboration, and camaraderie.
Stratpoint employees enjoy:
- SSS, Pag-ibig and Philhealth benefits + company contribution
- a monthly miscellaneous allowance
- 13th month pay based on your monthly rate.
- Vacation and Sick leave
- Wellness programs such as Wellness Wednesdays
- HMO coverage
- Team buildings and quarterly events (company outings and festive celebrations for Chinese New Year, Valentines, Halloween and Christmas)
- And, friendly intramural competitions
Your Responsibilities
Defect & Quality Governance
- Ensure all defects are comprehensive, reproducible, and clearly documented; proactively manage the backlog by filtering duplicates and returning incomplete items to maintain data integrity.
- Facilitate cross-functional triage sessions to align defect severity and priority with key stakeholders, ensuring critical or release-blocking issues are identified and escalated immediately.
- Manage the end-to-end defect lifecycle via a centralized tracker, monitoring resolution progress and enforcing internal SLAs to prevent delivery delays.
- Provide high-visibility daily updates on defect trends, release health, and project risks to support informed Go/No-Go deployment decisions.
- Deliver executive-level dashboards and summaries that highlight blockers and mitigation plans to support formal governance forums.
Service Level Management
- Guarantee the timely delivery of IT services by strictly adhering to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Oversee the comprehensive end-to-end service lifecycle, ensuring seamless transitions from service initiation through to retirement.
- Define, monitor, and report on critical KPIs and SLAs to ensure all services consistently meet both contractual obligations and internal performance targets.
- Drive continuous adherence to service commitments by identifying performance gaps and implementing corrective actions.
Stakeholder Leadership & Communication
- Act as the dedicated Single Point of Contact (SPOC) for all service-related escalations and inquiries, ensuring swift and professional resolution.
- Synchronize efforts across QA, Engineering, Product, and external vendor teams to maintain service quality and alignment on business impact.
- Provide regular, transparent updates to leadership regarding service performance, change impacts, and operational risks.
- Actively gather stakeholder feedback and translate requirements into actionable service improvements to enhance overall client satisfaction.
About You
- Candidate must possess at least a Bachelor's Degree in Engineering, Business Studies/Information Technology/Administration/Management or equivalent
- Overall 8 years of experience in the IT industry or TELCO, preferable on outsourced delivery
- Knowledgeable on infrastructure (e.g. cloud, networks) and software development
- Knowledgeable on IT Service Management processes and tools
- Knowledgeable on ITIL framework. An ITIL certification is ideal
- Good interpersonal and client-handling skills
- Proven experience in a service transition environment
- Experience in Project Management (at least 6 years) and governance of overall service transition
- Knowledgeable of Agile/Waterfall project management principles
- Experience with evaluating SOWs and SLAs
- Business Analyst experience (at least 3 years) in a technology environment is ideal
- Familiarity with ITSM tools such as Service Now, Jira, Freshservice, Salesforce, etc.
The requirements listed in this job description are guidelines, not hard and fast rules. You don't have to satisfy every requirement or meet every qualification listed. If your skills are transferable and you are in the ballpark of what we are looking for, we encourage you to submit an application. We look forward to getting to know you more!
