Service Delivery

4 days ago

F The Globe Tower, Philippines Globe Group Full time ₱900,000 - ₱1,200,000 per year

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description The Digital Operations Supervisor oversees the daily operations of Globe's digital platforms, ensuring incidents are resolved promptly, SLAs are met, and customer experience is protected. The role supports the Digital Operations Manager by leading frontline execution, monitoring system health, and guiding the team to maintain reliable performance.DUTIES AND RESPONSIBILITIES:
  • Monitor digital platforms to ensure system availability, performance, and stability.
  • Lead frontline response during incidents, coordinating with IT, vendors, and business teams for quick resolution.
  • Ensure incidents and service requests are logged, tracked, and resolved within SLA.
  • Prepare and update daily/weekly operational reports on performance, outages, and recovery actions.
  • Escalate critical issues to the Digital Operations Manager and provide timely updates to stakeholders.
  • Support root cause analysis (RCA) documentation and implement preventive measures.
  • Coach and guide operations analysts/agents on standard processes and incident handling.
  • Execute the operational playbook and enforce compliance with operational standards.
  • Leads customer recovery for affected customers
KPIs:
  • NPS
  • Revenue
  • Channel stability
Top 3-5 Deliverables:
  • Ensure customers are guided and supported during incidents and recoveries.
  • Safeguard customer experience by minimizing downtime and service disruptions.
  • Incidents resolved within SLA and escalated appropriately.
  • Accurate and timely reporting of system performance and issues.
HIRING REQUIREMENTS:Work Experience
  • At least two years of full-time work experience (or 2-year Master's degree as equivalent)
  • Experience in crafting, delivery, or reviewing learning programs is a plus
Level of Knowledge
  • 4–6 years of experience in IT/digital operations or service management.
  • Knowledge of incident and service management processes (ITIL preferred).
  • Familiarity with monitoring and reporting tools (e.g., Grafana, Splunk).
  • Experience coordinating across multiple teams (business, IT, vendors).
  • Exposure to Globe systems and digital platforms (preferred).

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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