Service Level Manager

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Who You’ll Be Working With

If you have a strong background in IT, computer science, or software engineering, and are analytical, technologically savvy, solutions and process-focused, then the Technology & Operations team may be for you!

You’ll Be Responsible For The Following

• Developing and maintaining strong working relationships with key internal and external stakeholders, including Service Leads, Account Leads, Commercial Leads, Operational Capability teams, customers and suppliers.
• Negotiating, agreeing, designing manage and maintaining Operational Level Agreements (OLA's) or Operational Service Protocols (OSP's) as required.
• Proactively managing service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.
• Develop and manage Corrective Action Plans with Service Providers, as necessary.
• Working with Change Managers to understand the Service Level Management requirements for proposed new services and changes.
• Driving the Service Provider(s) continual improvement processes, ensuring that the client obtains the anticipated value and benefits from the relationships and associated contracts.
• Communicating to stakeholders, including high management, of any major incident or problem affecting service availability
  
  
  

We’re Looking For

• Minimum of 5 years experience in IT Service Management
• Experience in the following - Change, Incident and Problem Management, Project Management, Stakeholder Management, Client/Account Management
• Technical understanding with ability to translate into business concepts
• With extensive knowledge of IT outsourcing activities in a managed services environment
• Knowledgeable in all aspects of the IT functional and Capability areas
• Knowledgeable with Business Environment, Service requirements and culture
• Advantageous to have ITIL and ISO 20000 frameworks, ITIL 4 Foundation certification, Six Sigma Certification and Experience in Lean Methodology
  
  
  

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