IT Service Operations Manager (B2B AU Telco)
MicroSourcing International
This position requires local presence. Please view similar jobs below.
Discover your 100% YOU with MicroSourcing! Position : IT Service Operations Manager (B2B AU Telco) Location : BGC, Taguig Work setup & shift: Onsite | Day shift Be a part of something big at MicroSourcing! We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation. Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre. 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! Job Summary 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. Your Role As IT Service Operations Manager , you will: 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.
- 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.
- 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.
- Ensure adherence to ITIL,ISO20000, ISO9000, and ISO27000 standards, Australian Privacy Principles, 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.
- 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.
- 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.
- 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 teams in a 24/7 environment.
- Strong understanding of ITIL practices and service management frameworks.
- Familiarity with Service Desk, Asset Management, and Billing technologies.
- 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.
- Ability to interpret performance data and drive continuous improvement.
- Commercial awareness of business drivers and customer environments.
- High computer literacy (MS Office, reporting tools).
- Understanding of database and reporting principles.
- 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.
- 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: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
- 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.
- Terms & conditions apply
Vacancy posted 1 day ago
Similar jobs that could be interesting for youBased on the IT Service Operations Manager (B2B AU Telco) in Taguig vacancy
- ...play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and... ...including leads creation, leads management, account management and... ...level employees. Sets day-to-day operational objectives for the team. Problems...
- ...international SMS solutions, voice services, cloud communication... ...omnichannel communication platforms. Operating within the rapidly growing... ...continues to strengthen its operational footprint to support... ...The Overseas Procurement Manager will serve as the primary regional...
- ...Are you passionate about Technical Service Manager and its' processes? If so, this opportunity could be for you! Join us at B. Braun, a leader... ...a vital role in overseeing nationwide technical service operations, leading a team of engineers to deliver exceptional...
30000 $ per hour
...Qualifications: Bachelor's graduate of any sales, marketing or management courses; With at least 1 year experience in Business to Business (B2B) sales and account acquisition; Possesses good communication skills (both oral and written) Can do product presentation...- ...POSITION SUMMARY The Operations Manager is responsible for providing strategic leadership and... ...healthcare operations, preferably in dialysis services. Technical & Functional Skills •... ...in the Philippines in 1985, it leverages over 185 years of innovation...
- ...Job Title: Operations Assistant Manager Account: Helpdesk Customer Support Work location/Set up: Onsite/ McKinley Shift Schedule: TBD... ...Roles & Responsibilities •Overall responsible for the service delivery of real-time support to advertisers via live chat...
- ...in their search for a French Speaking IT Service Desk Specialist based in BGC... ...play a key role in ensuring smooth IT operations across the organization. This position... ...seamless communication with users. Ticket Management: Log and track all incoming requests...
- ...What Customer Operations Support contributes to Cardinal Health Responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute...
- ...Job Summary: The Service Delivery Lead is entirely customer-facing. Overseeing a range of functions to facilitate the delivery of... ...-driven solutions. Job Responsibilities: ~ Monitoring and managing end user support, site services, and VIP support functions to ensure...
- ...and track progress. 5. Ensure resource availability and allocation. 6. Prepare and present regular project status updates to IT management and project stakeholders. 7. Report and escalate project issues to management as needed. 8. Manage changes to the project...
775000 $ per day
...Transformation, Consulting | Level: Manager | Location: Manila | Years... ...digital disruption, new age operating models and best-in-class... ...involved in Finance Operations service offerings to help organizations... ...relocation What’s in it for you? An opportunity to work...- ...Alliances Role Type Alliance Operations Specialist – APAC – GDS Manila... ...Alliances, ensuring seamless service delivery for ongoing... ...initiatives. • Become the support manager for the Alliance stakeholder... ...exceptional EY experience. It’s yours to build. EY | Building...
- Operations Manager (BPO) Position Description The Service Delivery Manager is accountable for planning, delivering, operating, monitoring and maintaining a stable... ...a related field, or equivalent work experience in IT operations. Together, as owners, let’s turn...
- ...seamless, secure and scalable payment operations across international markets. Global... .... Banking & Payment Partner Management Own strategic relationships with acquiring... ..., banking, or regulated financial services. ~ Minimum 1 year of Accounting exposure...
- ...Role Overview The Head of HR Operations leads the delivery of core HR services across the organization, ensuring efficient, accurate, and employee-focused... ...Payroll & Benefits Administration, and HR Knowledge Management — with full accountability for service reliability,...
- ...Job Title: Sales Operations Manager Location: BGC, Taguig (Full-time, Onsite) Job Summary We are looking for a highly driven and analytical Sales Operations Manager to lead and optimize the end-to-end sales operations of our installment lending business. The...
150 Php per day
...Role Snapshot – IT Security (Officer/Manager) Company: Esquire Financing Inc. Location: Arca South, Taguig (Onsite) Level:... ...implementation enforcement) Strong infrastructure + security operations background (not purely governance) Experience handling...775000 $ per day
...We are hiring a Consultant/Manager to lead oversight of provider... ...through Symplr DIU. Act as the operational point of contact for Symplr... ...Collaborate with internal IT and business teams to streamline... ...opportunities to our service men and women. Please read...- ...Reporting to: RMC Category Manager Duty Post: Head office, BGC, Taguig... ...Attraction Expert RMC Brand Operations Manager As co-brand steward, the... ...brand's competitive advantage and strengthen its position in the market. Ensure flawless...
- ...T700 and CT7 engine repairs and services. Based in the Philippines,... ...the world works better when it flies. We are a world-leading... ...Overview: In this role, you will manage day-to-day program execution... ...a proactive mindset, strong operational discipline, and a passion for...
- ...Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent. ~Bachelor's Degree holder ~IT/Technology Project Management experience of at least 5 years is required ~PMP/PRINCE2 preferred but not required ~Heavy exposure in SDLC or software...
- ...As a Technology Delivery Manager, you will serve as an integral part of a global team in... ...standards and processes Governance and Operations Track sprint metrics and generate... ...such as: benefits administration, HR self-service (IVR, web, etc.), HR systems integration...
- ...across 8 global offices, IDR operates 24/7 and is trusted by leading... ...the key liaison between IDR and its clients, ensuring a seamless... ...Recruitment and Engagement ~ Manage processes for identifying,... ...research operations, sales, client services, and technology teams to align...
- ...Job Title: Operations Manager Location: BGC, Full Time Set Up: Full Onsite About Us: PalmPay is a leading fintech company committed... ...and consumer finance solutions that make digital financial services more accessible, safe, and rewarding. We are expanding our...
- Service Delivery Manager (Helpdesk-Financial Services) Position Description As a Service Delivery... ...the bridge between the client and our operational delivery teams. The key responsibility... ...to give team member recognition in its purest form, ensuring that what is expected...
- ...home to 90% of the top 30 asset managers in the private markets, and... ...a deep understanding of what it takes to succeed in... ...DESCRIPTION Client Delivery & Operational Execution ~ As the team leader... ...escalation point for Client Servicing and, where appropriate, clients...
- ...Robines, Talent Attraction Expert RRP Brand Operations Manager As co-brand steward, the incumbent is responsible for... ...drive the RRP brand's competitive advantage and strengthen its position in the market. They will ensure flawless execution...
- ...home to 90% of the top 30 asset managers in the private markets, and... ...a deep understanding of what it takes to succeed in... ...needs; You will guarantee all operational aspects of the account and you... ...the relationships with other service providers in the industry, including...
- ...Work Setup: Onsite (McKinley, Taguig) Job Summary: Operations Manager brings visionary, hands-on leadership to CE support, driving scalable... ...leadership talent, and ensuring consistently outstanding service. This pivotal role expertly manages end-to-end operations...
- ...About You (Soft Skills) Able to manage multiple tasks and meet deadlines with ease... ..., compliant, and client-ready Client Service Support Support advisers with client... ...the development of templates and standard operating procedures Support continuous improvement...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to IT Service Operations Manager (B2B AU Telco). Be the first to apply!
