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About the Role
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Position: IT Service Operations Manager (B2B AU Telco)
Location: BGC, Taguig
Work setup & shift: Onsite | Day shift
Job Summary
In this role, you’ll oversee day‑to‑day operations, manage escalations, and drive continuous improvement to meet service level agreements and exceed client expectations. You’ll champion process efficiency, automation, and innovation while fostering a high‑performing, customer‑focused culture.
Your Role
Customer Experience
- Ensure exceptional service quality and customer satisfaction by meeting or exceeding SLAs and performance targets.
- Act as the escalation point for complex issues, ensuring timely resolution and positive outcomes.
- Drive initiatives to improve Net Promoter Score (NPS) and Voice of Customer (VOC) results.
- Foster a culture of responsiveness, innovation, and continuous improvement.
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