Incident Service Desk Manager

Discover your 100% YOU with MicroSourcing

Position:Incident Service Desk Manager

Location: Picadilly Site, BGC

Work Setup & Shift: Onsite | Day Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony:Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Be a part of something big at Microsourcing We're building a new team to support Australia's dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry

About the Role:

We're looking for a Manager, Service Operations to lead our Service Centre team in delivering exceptional customer experiences. In this role, you'll oversee day-to-day operations, manage escalations, and drive continuous improvement to meet service level agreements and exceed client expectations. You'll champion process efficiency, automation, and innovation while fostering a high-performing, customer-focused culture. If you're a strategic thinker with strong leadership and operational expertise, this is your opportunity to make a real impact.

What You'll do:

Customer Experience

• Ensure exceptional service quality and customer satisfaction by meeting or exceeding SLAs and performance targets.
• Act as the escalation point for complex issues, ensuring timely resolution and positive outcomes.
• Drive initiatives to improve Net Promoter Score (NPS) and Voice of Customer (VOC) results.
• Foster a culture of responsiveness, innovation, and continuous improvement.

Operational Management

• Oversee day-to-day operations of the Service Centre, including resource planning, rostering, and workload management.
• Implement automation and process enhancements to improve efficiency and reduce costs.
• Monitor KPIs and performance metrics to ensure alignment with industry best practices.
• Coordinate onboarding of new products, projects, and clients, ensuring readiness and capability.

People Leadership

• Recruit, develop, and retain high-performing team members in a 24/7 operational environment.
• Provide coaching, mentoring, and tailored development plans to build capability and engagement.
• Promote a culture of collaboration, accountability, and customer focus.

Compliance & Risk Management

• Ensure adherence to ITIL, ISO20000, and ISO27000 standards, as well as internal policies and procedures.
• Maintain a security-first mindset to protect client and company information assets.
• Identify and mitigate operational risks through proactive planning and controls.

Collaboration & Stakeholder Engagement

• Build strong relationships with internal teams, vendors, and customers to ensure seamless service delivery.
• Represent the Service Centre in cross-functional initiatives and strategic projects.
• Influence product development and contribute to incident, event, and problem management processes.

Continuous Improvement & Strategic Alignment

• Act on performance data and customer feedback to drive service enhancements.
• Support technology upgrades and process innovations to deliver a world-class omni-channel experience.
• Translate lessons learned into actionable improvements for people, processes, and tools.

What You'll Need:

Non-Negotiable

Experience:

• Minimum 5 years in Telco, ICT, or Managed Services at a senior operational level.
• Proven track record in managing service operations, including escalation and incident management.
• Experience leading remote or virtual teams in a 24/7 environment.

Technical Knowledge:

• Strong understanding of ITIL practices and service management frameworks.
• Familiarity with Service Desk, Asset Management, and Billing technologies.

Leadership & Communication:

• Excellent people management skills, including coaching and team development.
• Ability to build strong customer relationships and influence stakeholders at senior levels.
• Strong negotiation, presentation, and written communication skills.

Analytical & Commercial Skills:

• Ability to interpret performance data and drive continuous improvement.
• Commercial awareness of business drivers and customer environments.

Technology Skills:

• High computer literacy (MS Office, reporting tools).
• Understanding of database and reporting principles.

Preferred skills/expertise

• Consulting skills and ability to translate business requirements into service solutions.
• Familiarity with advanced reporting tools and automation technologies.
• Exposure to large-scale enterprise environments and omni-channel service models.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

For more information, visit

*Terms & conditions apply