Service Delivery and Operations Manager

Globe Telecom


Date: 15 hours ago
City: Taguig
Contract type: Full time
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

As the Service Delivery and Operations Manager, you will be the crucial link between our expert data engineering team and our internal/external stakeholders who consume our most refined and valuable data assets. You will be responsible for ensuring the seamless, reliable, and efficient delivery of data products, upholding the highest standards of data quality, availability, and performance. Your role will be pivotal in managing stakeholder expectations, overseeing incident and problem resolution, driving service improvements, and ensuring our consistently meets and exceeds business requirements.

Duties & Responsibilities

  • Service Delivery Excellence:
    • Oversee the end-to-end service delivery for all data products and services, ensuring adherence to agreed-upon Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
    • Act as the primary point of contact for all business units and front-office teams regarding data services, incidents, problems, and service requests.
    • Establish and monitor key performance indicators (KPIs) and metrics for service delivery, including data quality, availability, refresh timeliness, and user satisfaction.

  • Incident and Problem Management:
    • Lead the resolution of incidents and problems affecting data products, coordinating with data engineering, platform, and source system teams to ensure timely and effective solutions.
    • Conduct root cause analysis (RCA) for recurring issues and implement preventative measures.
    • Manage communication with stakeholders during service disruptions and provide regular updates.

  • Stakeholder Management & Communication:
    • Build and maintain strong relationships with key stakeholders, understanding their data needs, challenges, and priorities related to data products.
    • Proactively communicate upcoming changes, maintenance schedules, and potential impacts on data services.
    • Translate technical data engineering concepts and issues into clear, concise business language for non-technical stakeholders.

  • Change and Release Management:
    • Collaborate with data engineering teams on the planning and rollout of new data products or enhancements, assessing potential impacts on existing services and users.
    • Ensure changes are implemented with minimal disruption and that proper communication and documentation are in place.
    • Represent data service delivery considerations in Change Advisory Board (CAB) meetings.

  • Continuous Service Improvement:
    • Identify opportunities to enhance data service delivery processes, tools, and documentation.
    • Champion initiatives to improve data quality, reliability, accessibility, and performance of data assets.
    • Gather feedback from stakeholders to drive service improvements and ensure the processes evolve to meet changing business needs.

  • Collaboration and Governance:
    • Work closely with data service owners/managers to ensure data lineage, quality, and dependencies are well-understood and managed.
    • Contribute to data governance practices, ensuring compliance with data quality standards, security policies, and regulatory requirements.
    • Develop and maintain comprehensive service documentation for data products.
Requirements

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or any related field.
  • Proven experience (typically 5+ years) as a Service Delivery Manager, IT Operations Manager, or a similar role, preferably within a data-intensive environment.
  • Strong understanding of data management principles, data warehousing, ETL/ELT processes, and data governance.
  • Demonstrable experience in IT Service Management (ITSM) frameworks (e.g., ITIL), particularly in incident, problem, change, and service level management.
  • Excellent stakeholder management and communication skills, with the ability to engage effectively with both technical and non-technical audiences.
  • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
  • Experience in defining and tracking SLAs, OLAs, and KPIs for service delivery.
  • Ability to thrive in a fast-paced, collaborative, and agile environment.


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.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Procurement Processor

Merck Group, Taguig
10 hours ago
Work Your Magic with us!Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of...

Fiat Settlement Operations Associate

Coins.ph, Taguig
10 hours ago
Join the Pioneer Crypto Brand in the Philippines!Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.Coins is fully regulated by the Bangko Sentral ng Pilipinas...

Media Specialist

McCann Worldgroup, Taguig
17 hours ago
Job DescriptionThe Media Specialist is responsible for channel planning, setting up, implementing, optimizing, monitoring, and reporting on media campaigns. This role requires ensuring media requirements are delivered in a timely manner by closely coordinating with other discipline partners. The specialist will be the key media operator and will work closely with the Media Director in developing and recommending the appropriate...