Service Level Manager

5 days ago


Manila, National Capital Region, Philippines Manpower Philippines Full time

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)
#J-18808-Ljbffr

  • Manila, National Capital Region, Philippines Level Full time

    Join to apply for the Social Media Campaign Manager role at Level - Virtual Recruitment & StaffingThis is a remote position.Note: This is not an entry-level position. Only applicants with relevant experience will be considered.About Us:Level is a rapidly growing recruitment and staffing agency that connects Filipino Virtual Assistants with clients based in...


  • Manila, National Capital Region, Philippines Level Full time

    We value being dependable, relational, humble, and just, and we are looking for people who resonate with these qualities. At Level, we are committed to employee satisfaction as our top priority, which in turn leads to satisfied clients.We are seeking a mid-senior level Listing Management Associate to join our dynamic team. This is a full-time position that...


  • Manila, National Capital Region, Philippines Remitly Inc. Full time

    Role SummaryAs a Real-Time Analyst (RTA), you will be responsible for ensuring the correct assignment of agents to meet service levels. This involves monitoring and tracking multiple channels/lines of business, adjusting task allocations in real-time, and analyzing volume trends to inform staffing decisions.Main Responsibilities:Monitor and track multiple...

  • Graphic Designer

    1 week ago


    Manila, National Capital Region, Philippines Level Full time

    Join to apply for the Graphic Designer role at Level - Virtual Recruitment & Staffing. This is a remote position.Note: This is not an entry-level position. Only applicants with relevant experience will be considered.About Us:We're Level, a fast-moving and fast-growing US-based company connecting work-from-home Filipinos (Virtual Assistants) with our clients...


  • Manila, National Capital Region, Philippines Level Full time

    Join to apply for the Real Estate Listing Coordinator role at Level - Virtual Recruitment & Staffing.This is a remote position.Note: This is not an entry-level position. Only applicants with relevant experience will be considered.About Us:We're Level, a fast-moving and fast-growing US-based company connecting work-from-home Filipinos with our clients located...


  • Manila, National Capital Region, Philippines Level Full time

    Level is a fast-growing US-based company connecting work-from-home Filipinos with our clients located in the US. We are seeking a mid-senior level Listing Management Associate to join our dynamic team. This is a full-time position that requires someone who is highly detail-oriented and process-driven.As a Property Coordinator Specialist, you will be...


  • Manila, National Capital Region, Philippines Level Full time

    We are seeking a mid-senior level Listing Management Associate to join our dynamic team at Level. This is a full-time position that offers a competitive salary of $5.85/hour and excellent benefits package including company-paid comprehensive HMO, life insurance, and paid time off.As a Real Estate Support Professional, you will be responsible for managing...


  • Manila, National Capital Region, Philippines Level Full time

    Join to apply for the Level's Client Success Recruiter role at Level - Virtual Recruitment & Staffing.About Us:Level is a rapidly growing recruitment and staffing agency that connects Filipino Virtual Assistants with clients based in the U.S. We've received numerous awards for our rapid growth, strong leadership, and industry excellence. We move fast and...


  • Manila, National Capital Region, Philippines Level Full time

    At Level, we are seeking a highly detail-oriented and process-driven Administrative Assistant to join our team as a Property Coordinator Specialist. In this role, you will be responsible for handling listing paperwork, MLS inputs, and seller/agent communication. Your strong organizational skills and ability to prioritize tasks effectively will enable you to...


  • Manila, National Capital Region, Philippines LIKAS YAMAN SERVICE CORPORATION Full time

    Job Requirements">">Planning and organizing levelling process to ensure safe and efficient completion.Experience as a swamp bulldozer operator is essential.A TESDA certificate on Heavy Equipment (NC II) is required.Relevant experience with reclamation project material levelling and stock pilling is necessary.">About the Company">Likas Yaman Service...


  • Manila, National Capital Region, Philippines LIKAS YAMAN SERVICE CORPORATION Full time

    Key Responsibilities">">Coordinating levelling activities to ensure timely completion.Ensuring adherence to safety protocols during levelling operations.Collaborating with other teams to meet project objectives.Maintaining accurate records of levelling activities.">About the Position">This role requires an experienced heavy equipment specialist who can plan...


  • Manila, National Capital Region, Philippines Global Process Manager Inc. Full time

    Salesforce Support and Services ExpertWe are seeking a highly skilled Salesforce Support and Services Expert to join our team at Global Process Manager Inc. As a key member of our organization, you will be responsible for providing top-notch support to our users, ensuring they have a seamless experience with the Salesforce platform.Your Key...


  • Manila, National Capital Region, Philippines Likas Yaman Service Corporation Full time

    Accounting RoleWe are seeking a highly skilled Accounting Staff to join our team at Likas Yaman Service Corporation. The ideal candidate will possess strong technical skills, with the ability to utilize accounting software and tools effectively.Key ResponsibilitiesProcess financial transactions accurately and efficientlyManage accounts payable and accounts...

  • ERP Test Management

    5 days ago


    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time

    About WristWrist is the world's leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%.With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All year round, we offer 24/7 global online sourcing and logistics, providing data...


  • Manila, National Capital Region, Philippines EXL Service Philippines, Inc. Full time

    Company Overview:We are EXL Service Philippines, Inc., a leading global provider of business process solutions.Job Description:ResponsibilitiesThe Operations Manager is responsible for managing people and overall performance of the program span. This role requires a combination of leadership, strategic planning, and hands-on management to ensure that both...


  • Manila, National Capital Region, Philippines Global Process Manager Inc. Full time

    Job OverviewAs a Salesforce Technical Support Specialist at Global Process Manager Inc., you will play a vital role in delivering exceptional support services to our users. Your primary focus will be on managing support tickets, collaborating with the Super User team, and maintaining the Salesforce platform.Main Responsibilities:Ticket management: Utilize...

  • Operations Manager

    5 days ago


    Manila, National Capital Region, Philippines EXL Service Philippines, Inc. Full time

    Responsibilities:Manage people and overall performance of program spanRole requires a combination of leadership, strategic planning, and hands-on management to ensure that both the workforce and business processes are aligned to meet organizational goalsProvide ground level assessment and recommendations on processes with respect to process...

  • Project Manager

    5 days ago


    Manila, National Capital Region, Philippines CEVA IT SHARED SERVICE Full time

    Responsibilities:Contribute to the continual evolution of the GBS transition methodology through process and tool development.Lead multicultural and multifunctional project teams in delivering transition projects. Teams will be virtual in nature therefore requiring agile and adaptive project management skills.Ensure compliance with project schedules:...


  • Manila, National Capital Region, Philippines Manpower Philippines Full time

    We are looking for a highly skilled Service Operations Manager to join our team at Manpower Philippines. As a key member of our Technology & Operations group, you will play a vital role in ensuring the delivery of exceptional service levels to our clients.Key Responsibilities:Develop and maintain strong relationships with internal and external stakeholders,...

  • Accounting Manager

    5 days ago


    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time

    Job Qualification:Bachelor's degree in Accounting or equivalent work experience requiredMaster's degreeCertified Public Accountant (CPA)At least 8-10 years' relevant work experience3-5 years Managerial experienceShipping, Transportation or Logistics experience is a plusExperience in planning, developing and managing the finances of a businessExperience...