IT Service Management

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description

The champion of the service within ISG who closely partners with business and product teams in maintaining and uplifting the quality of a business service. As the "voice of the customer" in ISG, the role leads the definition and execution of the service strategy, the prioritization of demands and service improvement initiatives. Responsible for strategic service lifecycle management of multiple platforms and services in the following areas -- Charging, Billing, and Collections, aiming to exceed service commitments to stakeholders and to maximize investments.

Role is heavy on strategy and execution enablement, stakeholder management and highly-visible to senior management and cross-functional teams. Manage and govern the Service from Service Strategy, Service Design and Service Improvement Work and collaborate closely with Service Operations to ensure that Service Transition and Service Operations are linked to the overall Service Strategy Develop business service roadmaps aligned with Globe’s strategy and ISG’s technology roadmap as well as with other cross-functional groups Manage and orchestrate the demand prioritization within the service and coordinate with relevant cross-functional leads to push forward the priority demands for the service

Be able to manage and do deep-dive focus on specific business services and will act as “product owners” for the persistent teams our core systems (Reloads or CRM/Customer Identity) Collaborate with partners from different groups within the organization, and stakeholder management towards the senior leaders of the organization Define the service roadmap highlighting technology modernization and transformation Define and execute the integration service operating model (service description, SLA and reporting) Drive continuous service improvements as well as for underlying processes Ensure that changes follow the defined processes Define the relevant monitoring and reporting for the platforms/services in scope Measure and report KPIs related to platforms and services (golden signals) Establish strong relationships with stakeholders and leverage those relationships to ensure maximum performance and value return for customers Create, maintain, and enforce service guidelines and principles Develop and drive action plans to tackle immediate and ongoing service-related issues proactively Identify initiatives to maximize investments and reduce total cost of ownership for platforms and services in scope KPIs: Updated and regularly-cascaded Service Roadmaps On-time and on-budget quality Project Delivery Service Availability Improvements Reduction of Tech Gaps and IT simplicity IT Cost Reduction Benefits Realization for initiatives with business cases Top 3-5 Deliverables: Service Roadmap and Lifecycle Strategy Service Mapping Flows Platform Lifecycle Management Principles and Execution Monthly Operational and Commercial Service Reports - integration platforms and services Big Play project executions HIRING REQUIREMENTS: Work Experience

Must Have: at least 5 years hands-on service delivery work experience. This should include service design, service lifecycle management, API lifecycle management and governance, or platform lifecycle management.

Nice to Have: Previous work experience in a telco or tech integration companies Level of Knowledge Proficient - ITIL Service Delivery Practices, Financial Management Basic - API data application development and maintenance Bachelor’s Degree Certifications/ Licenses: Ideal but not required ITIL v3 or v4 Product Management 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 here

Make Your Passion Part of

Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of

Good, explore opportunities with us. Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices.

We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s

New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose In everything we do, we treat people right to create a Globe of Good.

Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.