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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!
The Service Level Manager (SLM) has responsibility for all aspects of defining and managing service metrics. They are the expert in the creation, analysis, interpretation and presentation of performance against measures, proactively managing adherence to, and ensuring effective reporting of, progress against targets in Service Level Agreements (SLA's).
The SLM will monitor operational performance data and drive Service Providers and operational teams to ensure contracted service levels are attained and improved upon. They will continually develop and evolve the contractual SLA's, working closely with Service Providers and the client to ensure they reflect business requirements, and produce/present routine management and client facing reports that reflect performance and identify trends and improvement opportunities.
Qualifications
Mandatory Qualifications
- 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
