SLI Manager

2 weeks ago

Manila, National Capital Region, Philippines Universal Access and Systems Solutions Full time ₱850,000 - ₱1,020,000 per year

Job Summary:

The SLI Manager is responsible for overseeing the continuous improvement of service delivery performance and customer experience within the Telco operations. This role ensures that all service level targets (SLAs, KPIs, and quality metrics) are met or exceeded through data-driven analysis, process optimization, and coordination with cross-functional teams such as Field Operations, Customer Service, and Network Engineering.

The SLI Manager acts as the key driver for performance efficiency and quality assurance in installation, repair, and maintenance activities, ensuring operational excellence aligned with company standards and client expectations.

Key Responsibilities:1. Service Level Performance Management

  • Monitor and analyze daily, weekly, and monthly service delivery performance across all operational units.
  • Identify service bottlenecks, recurring issues, and root causes of performance gaps.
  • Develop and implement action plans to address performance deviations.
  • Ensure compliance with contractual Service Level Agreements (SLAs).

2. Process Improvement & Optimization

  • Lead continuous improvement initiatives across field operations and customer service processes.
  • Utilize data analytics to propose workflow enhancements and resource optimization.
  • Standardize best practices across regional teams to improve service reliability and turnaround times.

3. Reporting & Analysis

  • Prepare and present performance dashboards and improvement reports to senior management.
  • Track KPI trends and provide actionable insights for decision-making.
  • Develop analytical tools or templates to support data visibility and transparency across teams.

4. Team Leadership & Coordination

  • Lead and mentor the SLI/QA analysts or coordinators under the team.
  • Collaborate closely with Technical, Logistics, and HR teams to support manpower and resource planning.
  • Conduct regular meetings and performance reviews with internal and external stakeholders.

5. Customer Experience & Quality Assurance

  • Work closely with Customer Experience teams to align operational metrics with customer satisfaction.
  • Establish quality checks for field installations, repairs, and service recovery efforts.
  • Implement feedback mechanisms to capture customer pain points and translate them into process improvements.

Qualifications:

Education:

  • Bachelor's Degree in Engineering, Telecommunications, Information Technology, Business Management, or a related field.

Experience:

  • Minimum of 5 years of experience in operations, service delivery, or performance management in a telecommunications or ISP industry.
  • At least 3 years in a supervisory or managerial capacity with proven success in process improvement initiatives.

Skills & Competencies:

  • Strong analytical and problem-solving skills.
  • Knowledge of telecommunications operations (installation, network maintenance, service assurance).
  • Proficient in data analytics tools (Excel, Power BI, SQL, etc.).
  • Excellent communication, presentation, and stakeholder management skills.
  • Familiar with Lean Six Sigma or other process improvement methodologies (certification is an advantage).
  • Strong leadership and people management capabilities.

Job Type: Full-time

Pay: Php75, Php85,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Free parking
  • On-site parking
  • Promotion to permanent employee

Application Question(s):

  • How much is your expected salary?
  • Are you amenable to work in Sta Mesa Manila?
  • Can you start ASAP?

Experience:

  • SLI Manager: 1 year (Required)

Work Location: In person

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