Head, Enterprise Service Assurance

1 day ago

Taguig, National Capital Region, Philippines DITO Telecommunity Corporation Full time $90,000 - $120,000 per year

Job Summary:

The Head of Service Assurance is responsible for overseeing the post-sales support operations for the Enterprise & Carrier Business Group of DITO Telecommunity, ensuring exceptional service continuity and customer satisfaction for enterprise customer. This role leads two critical functions—Service Desk Operations and Service Quality Assurance—through their respective section heads, and is accountable for resolving customer issues, establishing service standards, and driving continuous improvement across service touchpoints.

Key Responsibilities:

Strategic Leadership & Governance

  • Define and implement the overall strategy for Service Assurance aligned with enterprise customer expectations and business goals.
  • Establish and enforce standardized service protocols, SLAs, and quality benchmarks across all customer-facing support functions.
  • Lead cross-functional collaboration with Technology, Sales, Product, and Vendor Management teams to ensure seamless service delivery.

Service Desk Operations Oversight

  • Manage and optimize the performance of outsourced call center operations handling customer inquiries, complaints, and incident resolution.
  • Ensure timely and effective resolution of customer issues through robust escalation and incident management processes.
  • Oversee risk prevention and emergency response protocols to maintain service continuity and resilience.
  • Monitor vendor performance and compliance with contractual obligations and service standards.

Service Quality Assurance

  • Develop and maintain service quality frameworks tailored to enterprise customer needs. - Conduct regular customer satisfaction surveys, service reviews, and interaction analytics to identify improvement opportunities.
  • Provide actionable insights to product development, customer engagement, and service delivery teams based on data-driven analysis.
  • Champion a culture of continuous improvement and customer-centricity across the organization.

People & Performance Management

  • Lead, mentor, and develop the Service Assurance team, including section heads and their respective teams.
  • Set clear performance goals, KPIs, and development plans for team members.
  • Foster a high-performance culture focused on accountability, innovation, and excellence in customer service.

Qualifications:

  • Bachelor's degree in Engineering, Telecommunications, Business Administration, or related field (Master's preferred).
  • Minimum of 10 years of experience in telecom operations, customer service, or service assurance, with at least 5 years in a leadership role.
  • Proven experience managing outsourced vendors and enterprise customer support.
  • Strong analytical, strategic thinking, and problem-solving skills.
  • Excellent communication, stakeholder management, and leadership capabilities.

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