Service Level Manager

Description

Drives circuit service availability, SLA compliance, and customer satisfaction by facilitating performance reviews, conducting root cause analysis, drive execution of service improvement plans, and managing post-incident communications and rebate validation.

DUTIES AND RESPONSIBILITIES:

• Facilitates circuit health and SLA performance reviews, analyzing incident trends and presenting reporting data to internal and customer stakeholders.

• Conducts post-incident review and root cause analysis by coordinating with cross-functional resolver teams and drive permanent fixes for recurring incidents.

• Serve as the primary post-repair customer interface, providing transparent incident inquiries, circuit outage reviews, RCA and service performance concerns.

• Proactively monitors the availability of Tier 2 circuits and drives circuit performance recovery through execution of Service Improvement Plans

• Validate service downtime based on the circuit reported incidents, and manage rebate endorsements by ensuring compliance with SLA commitments.

REQUIREMENTS:

• At least 5 years experience in SLA Governance, Incident and Problem
  Management (RCA)

• At least 5 years experience in Telco and B2B Enterprise Core Data
  Products and Architecture

• Experience in ITSM Tools (Salesforce, Service Now, and proprietary Telco

• Technical reporting and executive presentation skills for business reviews & stakeholder management

• Certification in Service Management Frameworks (ITIL Foundations) - preferred but not required

• Bachelor's degree in Information Technology, Computer Engineering, Electronics and Communication Engineering.

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

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