Service Operations & Governance Manager (B2B AU Telco)

Discover your 100% YOU with MicroSourcing!

Position: Service Operations & Governance Manager (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Day shift

Be a part of something big at MicroSourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talentcreating an exceptional place to work while enabling the delivery of a world class service centre.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Job Summary

As part of the Enterprise Service Management (ESM) Delivery Governance, the Service Management Leader will drive the adoption of Service Management best practices within the Enterprise & Business (EB) business. This position leads Transitions, ICT Request, Asset and Configuration, Change and Problem teams to deliver continuous business service improvement through measurable results.

Key responsibilities include oversight and governance of the Manila Service Management Team, managing operational health for customers, and developing initiatives for high-quality, consistent service operations. The role is a change agent for EB, overseeing the implementation of strategic initiatives within the Service Management Tower and serving as the Manila Service Management Lead. This position will lead Transitions, ICT Request, Asset and Configuration, Change and Problem teams to deliver continuous business service improvement through measurable results.

Your Role:

As Service Operations & Governance Manager, you will:

Team Leadership & Performance

• Training proactivity in identifying problems, analysis, and recommend Service Improvement plans at a department or business unit level
• Drive ITIL Best Practice improvements in the Service Management functions of ICT Request and Transitions, Asset and Configuration Management, Change and Problem Management.
• Produce/coordinate Service Management reports and insight information
• Coordinate meetings with senior/external stakeholders to resolve problems
• Review ticket reduction targets month on month with Enterprise stakeholders
• Effectively work with all internal resolver groups, delivery managers and external stakeholders and vendors
• Proactive customer issue identification and Continuous Service Improvement
• Trend analysis
• Internal performance reporting to internal stakeholders
• Client performance reporting to external stakeholders
• Reviewing trends to plan and drive improvements

Risk Identification

• Proactively identify and escalate potential risks.
• Contribute to the development of risk management plans, establishment of risk controls and performance of risk mitigation activities.
• Act as the primary escalation point for customer and stakeholder issues.
• Maintain effective communication with all stakeholders.
• Monitor service levels and escalate risks or delays proactively.
• Collaborate cross-functionally to resolve delivery challenges and enhance service outcomes.
• Contribute to best practice development and knowledge-sharing initiatives.

Reporting & Continuous Improvement

• Track and report on key metrics including OTP, Cycle Time, NPS, and Rework.
• Capture and report Voice of Customer and Voice of Employee insights.
• Identify trends and lead initiatives for process improvement and operational efficiency.
• Support the development and maintenance of quality procedures and documentation.
• Contribute to strategic planning and operational enhancements.

Audits & Compliance

• Ensure we deliver to customer expectations and contacts.
• Preventing the re-occurrence of incidents and issues across client environments
• Lateral thinking with the ability to present credible and workable options
• Adherence to Service Management, ITIL processes and techniques
• Participating in ISO20000 audits, where required
• Ensure that all process documentation and work instructions are up to date and readily available

What You Need:

Non-negotiables:

• Strong Service Management Knowledge. ITIL 4 Foundation
• Minimum 5 years Service Management experience
• Strong stakeholder management expertise
• Ability to interact at all levels
• Possess strong influence & negotiation skills
• Ability to develop & present high impact messages
• Strong communications skills

Preferred skills/expertise:

• ITIL Practitioner Certification
• Tertiary qualification or technical/process background
• Exposure to Telecommunications and internal operations teams

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visithttps://www.microsourcing.com/

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