Service Delivery 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 Delivery Manager is responsible for overseeing the end to end project implementation of B2B core data services. This includes ensuring the timely submission of SFAs from sales partners, validating project designs to meet requirements, coordinating with internal support teams, and providing timely updates to external stakeholders. They also ensure prompt resolution of circuit issues, escalating when necessary. Their responsibilities extend to managing last-mile facility builds, provisioning circuits, and provisioning the CPE, while also overseeing vendor performance and conducting audits to maintain standards. Additionally, they actively participate in agile sprint events and keep accurate project documentation.

DUTIES AND RESPONSIBILITIES :

A. Organization

Team Leadership and Coordination :

Lead and coordinate cross-functional teams—including vendors, internal project stakeholders, and customer-facing teams—to ensure smooth and efficient service delivery.

Foster collaboration within the team, providing guidance and resolving conflicts as they arise to maintain productivity and harmony.

Stakeholder Management :

Engage with internal and external stakeholders, such as customers, vendors, and regulatory bodies, to ensure alignment with project goals and timelines.

Act as the primary point of contact for key accounts, ensuring exceptional customer satisfaction and prompt resolution of any issues.

Resource Allocation :

Oversee the strategic allocation of resources, including personnel, equipment, and budget, to meet project deadlines and maintain high-quality standards.

Ensure that all resources are utilized effectively to achieve business objectives and optimize project outcomes.

Risk Management with a Business Perspective :

Assess project risks with an understanding of their potential impact on the broader business.

Implement risk mitigation strategies that protect both the project and the organization’s financial health and reputation.

B. Role / Task

End-to-End Project Management :

Manage the implementation of B2B core data and some ICT services from assessment to delivery, ensuring adherence to timelines and quality standards.

Conduct internal and external project kick-off meetings, requirement assessments, and technical reviews.

Service Delivery Execution & Monitoring :

Lead the execution and monitoring service delivery activities, including installation, testing, and troubleshooting of circuits.

Coordinate with internal teams and third-party vendors to ensure seamless delivery and prompt resolution of any issues.

Order Processing and Documentation :

Ensure timely work order creation up to closing in systems like Streamline and ICCBS, ensuring all documentation is accurate and up to date.

Validate and approve service delivery activities and related documentation, including COCA, test results, and project closure reports.

Agile Participation and Process Improvement :

Actively participate in agile squad activities, drive continuous improvement in service delivery processes, and ensure compliance with organizational policies.

C. Readiness & Ability to Support Business Needs

Agile and Adaptive Management :

Stay agile and adaptable to changing business needs by participating in squad huddles, sprint reviews, and retrospectives.

Quickly address any project or service delivery issues that arise, ensuring minimal impact on the business.

Customer-Focused Service Delivery :

Ensure all customer requirements are met with high-quality service, maintaining strong communication and engagement throughout the project lifecycle.

Proactively manage top accounts and special projects, providing tailored support to meet unique business needs.

Risk Management and Contingency Planning :

Assess potential risks to service delivery and develop contingency plans to mitigate them.

Ensure all projects are delivered on time, within scope, and aligned with business objectives.

Equal Opportunity Employer

Have you got the right qualifications and skills for this job Find out below, and hit apply to be considered.

Globe’s hiring process promotes equal opportunity to applicants, and 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.

About Us

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.

Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York.

Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

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