Service Manager

2 weeks ago

Makati City, National Capital Region, Philippines John Clements Consultants, Inc. Full time ₱840,000 per year

Job Overview

The Service Manager plays a key role in supporting business teams by creating, setting up, and maintaining service management documentation and reports for new and existing activities.

This role focuses on contracting, documentation, and service management during the transition or migration phase—ensuring that all legal, compliance, and operational requirements are in place before a project or service goes live.

The position involves continuous coordination with internal teams, external partners, and global stakeholders to ensure contractual alignment, compliance with internal policies, and readiness for service activation. Excellent communication skills, attention to detail, and stakeholder management are essential for success in this role.

Key Responsibilities

++Contracting++

  • Draft, review, negotiate, and finalize contracts, MSAs (Master Service Agreements), and SOWs (Statements of Work) with service and outsourcing partners.
  • Ensure compliance with legal, regulatory, and internal requirements.
  • Maintain accurate and up-to-date records of contracts and related documentation.
  • Monitor contract performance, manage renewals, amendments, and terminations.
  • Act as the primary point of contact for contract-related inquiries and issues.
  • Serve as a Subject Matter Expert (SME) on contract and service documentation practices.

++Service Management++

- Define and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

- Coordinate with internal teams and stakeholders to ensure timely and high-quality service transition.

- Manage escalations and issues during the pre–go-live or transition phase, ensuring root causes are identified and resolved.

- Drive continuous improvement in service documentation and contracting processes.

- Prepare and present service performance and compliance reports to stakeholders.

- Provide support in outsourcing due diligence and governance requirements.

- Ensure that frameworks and policies are correctly applied throughout service transitions.

Qualifications

- Bachelor's degree with at least 3 years of relevant experience in service management, contracting, vendor, or project management.

- Proven experience in contract documentation, negotiation, and compliance coordination.

- Strong background in stakeholder management and cross-functional collaboration.

- Excellent communication, negotiation, and reporting skills.

- Detail-oriented, well-organized, and capable of managing multiple priorities simultaneously.

- Strong critical thinking and ability to work proactively in dynamic environments.

- Experience in BPO, shared services, or financial industries is an advantage.

- Familiarity with contract lifecycle management tools and service management frameworks preferred.

Job Type: Full-time

Pay: Php58, Php70,000.00 per month

Application Question(s):

  • How many years of experience do you have in Service Management?
  • How many years of experience do you have in Contracting and Documentation?
  • What is your expected monthly base salary (in PHP)?

Education:

  • Bachelor's (Preferred)

Work Location: On the road

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