Service Level Manager

2 weeks ago

Taguig, National Capital Region, Philippines Fintech News Full time

Do you want to take the first step in making Filipinos' lives better everyday? GCash wants to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba? Join the G Nation today

Responsibilities

  • Develop and maintain strong working relationships with key internal/external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capacity teams, customers and suppliers.
  • Negotiate, agree, design, manage and maintain SLAs and associated credit structures as required.
  • Negotiate, agree, design, manage and maintain OLAs as required.
  • Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions
    Develop and manage Corrective Action Plans with Service providers
  • Work with Change Managers to understand the SLM requirements for proposed new services and changes
  • Responsible for Daily, Weekly and Monthly Service Reviews, ensuring that they are running effectively
  • Accountable for all aspects of Service Provider(s) Performance Management, including problem escalation, SLA management and tracks escalated performance issues and disputes with Service Providers
  • Drive the Service Provider(s) continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts
Qualifications
  • Must have a Bachelor's degree in computer science or other highly technical, scientific discipline
  • At least 5 years of experience in IT Service Management
    Extensive knowledge of IT outsourcing activities in a managed services environment
  • Knowledge of all aspects of the IT functional and capability areas
  • Knowledge of Business environment, Service requirements and culture
  • Technical understanding with ability to translate into business concepts
  • Experience in Change, Incident and Problem Management
  • Experience in Audit reviews for both internal and external audits
  • Able to understand System diagram or flowchart
  • Knowledge in Lean Methodology
  • Experience in providing excellent customer service
Hiring organization

Mynt (Globe Fintech Innovations Inc.) is a leader in mobile financial services focused on accelerating financial inclusion through mobile money, financial services, and technology. As an affiliate of Globe, Ant Group (affiliate of Jack Ma's Alibaba), and Ayala, Mynt provides secure, accessible, and convenient fintech solutions to individuals, businesses, and organizations. Mynt is recognized as the Philippine's first tech double unicorn with the support of its distinguished local
and global shareholders.

Mynt operates two fintech companies: GCash, a micropayment service that transforms the mobile phone into a virtual wallet, and Fuse, a tech-based lending company that enables Filipinos to get microloans to business loans.

Employment Type

Full-time

Job Location

Taguig, National Capital Region, Philippines

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