IT Service Management

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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 areas of charging, billing, and collections, aiming to exceed service commitments to stakeholders and to maximize investments. The role is heavy on strategy and execution enablement, stakeholder management and is highly visible to senior management and cross-functional teams.

Responsibilities

• 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 cross-functional leads to push forward priority demands
• Act as the product owner for persistent teams our core systems (Reloads or CRM/Customer Identity)
• Collaborate with partners from different groups and manage relationships with senior leaders
• 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 and related processes
• Ensure changes follow defined processes
• Define 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 to ensure maximum performance and value 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 requirementsWork 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 company

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 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. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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