Service Level Manager
5 days ago
Do you want to take the first step in making Filipinos' lives better every day? Here in GCash, we want 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
Who You'll Be Working With: If you have a strong background in IT, computer science, or software engineering, and are analytical, technologically savvy, solutions and process-focused, then the team under the Technology & Operations group may be for YOU
You'll be responsible for the following:
- Develop and maintain strong working relationships with key internal and external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers, and suppliers.
- Negotiate, agree, design, manage and maintain SLA's and associated credit structures as required.
- Negotiate, agree, design, manage and maintain Operational Level Agreements (OLA's) or Operational Service Protocols (OSP's) as required.
- Proactively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.
- Develop and manage Corrective Action Plans with Service Providers, as necessary.
- Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes. Responsible for Daily Service Review, Weekly Service Review, and Monthly Service Review processes, ensuring they are run effectively.
- Accountable for all aspects of Service Provider(s) Performance Management. 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.
- Communicates to stakeholders, including high management, of any major incident or problem affecting service availability.
We're looking for:
- Minimum of 5 years experience in IT Service Management
- Experience in the following:
- Change, Incident, and Problem Management
- Project Management
- Stakeholder Management
- Client/Account Management
- Technical understanding with ability to translate into business concepts
- Extensive knowledge of IT outsourcing activities in a managed services environment
- Knowledgeable in all aspects of the IT functional and Capability areas
- Knowledgeable with Business Environment, Service requirements, and culture
Advantageous Qualifications
- ITIL and ISO 20000 frameworks
- ITIL 4 Foundation certification
- Six Sigma Certification
- Experience in Lean Methodology
Perks & Benefits You'll Enjoy:
- Agile work set up
- HMO upon day 1 with free dependent
- Guaranteed 14 months
- Rice, Clothing, and Transportation allowances for ALL levels
- Wellness allowance with expanded coverage of reimbursable wellness items
- Additional paid time off on top of VL credits
- Annual Performance-based Incentives and Bonuses beyond market standards
- Flexible benefits options (under the Super GFlex Program)
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