Head of Service Level Management

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• As an Executive Leader, the SLM Head must develop and maintain strong working relationships with key internal and external stakeholders, including various technology and operations leaders, business leaders, product owners, vendors and partners. His key interest will be in advancing the SLM and Problem Management practices while delivering measured successes in improving MTBF and MTTR of GCash services.
  
  
  

Service Level Management

• Design, negotiate, agree, and manage SLAs for each GCash Service
• Design, negotiate, agree, and manage OLAs for each of the defined SLAs
• Manage completion and updates of service contracts with business leaders, documenting IT SM commitments on service operations quality
• Further analyze and manage gap areas that may pose risks towards meeting service level and service operations commitments. This may extend toward creating initiatives in other areas of tech delivery and operations.
• Present service quality to tech upper management and business leaders
• Drive SLM strategy
  
  
  

Problem Management

• Manage the knowledge and skill capital of the SLM team through competency assessments, training, and on the job mentorship. The SLM Leader must ensure that his team has strong horizontal competence in root cause analysis, problem identification and solving, and vertical knowledge in GCash services, architectures, and technologies.
• Manage the SLM team’s problem management function - produce concise incident reports, comprehensive root cause analysis.
• Manage actions and action tracking including timely reports to higher management as needed to ensure problems are resolved completely and in a timely manner
• Strategize on and manage tracking and resolution of Technical Debt, including regular reporting to Tech upper management
• Proactively manage service problems with focus on prevention of failures. Drive to enact swift and wholistic corrective actions when necessary. The primary measure of success is Overall MTBF of GCash as well as GCash Login MTBF.
• Provide inputs towards improving MTTR; this is a secondary metric to the SLM team, but equally important to the GCash Tech organization as a whole.
  
  
  

Chair of Crisis Teams Committee

• Develop strategic direction for the Crisis Teams
• Guide Crisis Teams towards success
  
  
  

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package