IT Service Manager

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 champion of the service within ISG who closely partners with business and product teams in maintaining and uplifting the quality of a business service.

As the "voice of the customer" in ISG, the role leads the definition and execution of the service strategy, the prioritization of demands and service improvement initiatives.

Responsible for strategic service lifecycle management of multiple platforms and services in the following areas -- Charging, Billing, and Collections, aiming to exceed service commitments to stakeholders and to maximize investments.

Role is heavy on strategy and execution enablement, stakeholder management and highly-visible to senior management and cross-functional teams.

• Manage and govern the Service from Service Strategy, Service Design and Service Improvement
• Work and collaborate closely with Service Operations to ensure that Service Transition and Service Operations are linked to the overall Service Strategy
• Develop business service roadmaps aligned with Globe’s strategy and ISG’s technology roadmap as well as with other cross-functional groups
• Manage and orchestrate the demand prioritization within the service and coordinate with relevant cross-functional leads to push forward the priority demands for the service
• Be able to manage and do deep-dive focus on specific business services and will act as “product owners” for the persistent teams our core systems (Charging, Billing, Collections)
• Collaborate with partners from different groups within the organization, and stakeholder management towards the senior leaders of the organization
• Define the service roadmap highlighting technology modernization and transformation
• Define and execute the integration service operating model (service description, SLA and reporting)
• Drive continuous service improvements as well as for underlying processes
• Ensure that changes follow the defined processes
• Define the relevant monitoring and reporting for the platforms/services in scope
• Measure and report KPIs related to platforms and services (golden signals)
• Establish strong relationships with stakeholders and leverage those relationships to ensure maximum performance and value return for customers
• Create, maintain, and enforce service guidelines and principles
• Develop and drive action plans to tackle immediate and ongoing service-related issues proactively
• Identify initiatives to maximize investments and reduce total cost of ownership for platforms and services in scope
  
  
  

KPIs

• Updated and regularly-cascaded Service Roadmaps
• On-time and on-budget quality Project Delivery
• Service Availability Improvements
• Reduction of Tech Gaps and IT simplicity
• IT Cost Reduction
• Benefits Realization for initiatives with business cases
  
  
  

Top 3-5 Deliverables

• Service Roadmap and Lifecycle Strategy
• Service Mapping Flows
• Platform Lifecycle Management Principles and Execution
• Monthly Operational and Commercial Service Reports - integration platforms and services
• Big Play project executions
  
  
  

Hiring Requirements

Work Experience

• Must Have: at least 5 years hands-on service delivery work experience. This should include service design, service lifecycle management, API lifecycle management and governance, or platform lifecycle management.
• Nice to Have: Previous work experience in a telco or tech integration companies
  
  
  

Level of Knowledge

• Proficient - ITIL Service Delivery Practices, Financial Management
• Basic - API data application development and maintenance
• Bachelor’s Degree
  
  
  

Certifications/ Licenses

Ideal but not required

• ITIL v3 or v4
• Product Management
  
  
  

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.