Service Level Manager

4 weeks ago

Philippines Lingaro Full time

Location Philippines Overview Responsible for ensuring that application support services are delivered in line with agreed SLAs. Manages service performance, drives continuous improvement, and acts as the main point of contact for service-related matters. Collaborates with technical and business teams to monitor, forecast, and optimize service quality. Ensures alignment with ITSM processes and supports governance of application support operations. Responsibilities Engage in daily collaboration and communication with customers. Maintain daily collaboration with the support team. Handle escalation management by addressing complex issues and coordinating with relevant teams. Review, monitor and manage the results of OPS KPIs defined per service. Define and negotiate OPS KPIs if missing or need to be adjusted. Initiate, define, lead, and prioritize process improvements. Provide coaching and guidance to support teams. Serve as the first level of escalation. Responsible for SLAs and all other defined OPS metrics (like MTTR, CWT, QOS). Ensure ITSM processes (Incident Management, Problem Management, Fulfilment Requests, Change Management) are followed. Prepare and lead Monthly Service Review. Regular reporting on solution support status. Maintain and update regular support communication templates. Ensure high quality of communication (on time, proper templates, accurate frequency). Act as an ambassador of Lingaro Core Values. Regularly review support teams capabilities and skillset. Qualifications For Lead level: Minimum of 4 years of experience as an independent SLM in application support governance. For Senior level: Minimum of 6 years of experience as an independent SLM in application support governance. Experience in IT Operations. Solid understanding of and experience with ITSM processes. Strong leadership skills, sense of ownership, and proactivity. Willingness to grow and develop within the IT Operations area. Good understanding of the customer’s business and how IT contributes to the delivery of service. ITIL certification (e.g., ITIL v3 Foundation, ITIL v3 Service Operations, ITIL 4 Foundation). Excellent communication and negotiation skills. Able to interact successfully with all levels of the customer and IT provider organization. Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa. Nice to have: SLA and OLA negotiations, support estimates proposal (in terms of FTE, coverage, roles, etc.), strong knowledge and experience in contract/supplier management, innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc.). #J-18808-Ljbffr

  • Service Level and Quality Management Associate

    4 weeks ago

    , , Philippines Meralco Group Full time

    Service Level and Quality Management Associate MERALCO Pasig, National Capital Region, Philippines The Service Level and Quality Management Associate acts as technical subject matter expert and is responsible for the performance of activities related to the following domains: Quality Management (Solutions Testing and Quality Assurance) The role is...

  • Solution Support Level 1

    4 weeks ago

    , , Philippines Lexmark Full time

    Join to apply for the Solution Support Level 1 role at Lexmark . Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision. When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or...

  • Business Development Manager

    3 weeks ago

    , Metro Manila, Philippines DCDC Health Service Private Limited Full time

    About the company: DCDC Kidney Care , promoted by DCDC Health Services Pvt. Ltd., is one of the leading chains of Dialysis Centers providing dialysis care & related services to End Stage Renal Disease patients in India. The company has more than 10 years of experience in dialysis services and has a strong presence and sizeable share in the Indian Nephrology...

  • Service Delivery Manager

    4 weeks ago

    , , Philippines Thrive Full time

    About Us Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer‑centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on...

  • Service Delivery Manager

    2 weeks ago

    , , Philippines InfoHedge Technologies LLC Full time

    About Us Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer‑centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on...

  • Manager, Airport Services

    2 weeks ago

    Philippines HK Express Full time $100,000 - $120,000 per year

    HK Express is Hong Kong's first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.Like you, and just like many people across Asia, we love to travel and discover new places across the world's most diverse and dynamic region; and at HK Express, we're opening up new...

  • NOC Engineer

    3 weeks ago

    , , Philippines Speedcast Full time

    Join to apply for the NOC Engineer - Level 1 role at Speedcast Job Summary Speedcast’s Network Operation Center (NOC) deliver technical support to our customers to resolve Incidents and restore normal service in a timely and efficient manner. Working a 24x7 shift rotation and in line with standard operating procedures NOC Engineers are responsible for...

  • Level 2 Service Desk Support Specialist

    4 weeks ago

    , Metro Manila, Philippines Satellite Office Full time

    Primary Purpose of Role The Service Desk Support Specialist is responsible for: Provide Level 1 & 2 IT store support to stores including NewStore POS and all associated systems Work with the infrastructure team to provide level 1 & 2 desktop support to the Satellite Office, MHUB and the warehouse Provide general operational support to stores and the business...

  • Service Delivery Manager

    2 weeks ago

    Philippines Globe Telecom Full time ₱1,200,000 - ₱2,400,000 per year

    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 DescriptionOversee and manage the shared services function within the organization. Leads a team of professionals and work collaboratively with various...

  • Level 2 IT Support Engineer

    4 weeks ago

    , Pampanga, Philippines Beepo Inc. Full time

    Discover 100% YOU as a Level 2 IT Support Engineer! Apply now! Position: Level 2 IT Support Engineer Location: Clark Freeport Zone, Pampanga Work setup & shift: Hybrid | Day Shift What's in it for you? Competitive Total Rewards (Compensation, Allowance, HMO, and Paid Time Off) Employee Referral Program Work Life Balance Your Role As an Level 2 IT Support...