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 champion of the service within ISG who closely partners with business and product teams in maintaining and uplifting the quality of a business service.

As the "voice of the customer" in ISG, the role leads the definition and execution of the service strategy, the prioritization of demands and service improvement initiatives.

Responsible for strategic service lifecycle management of multiple platforms and services in the following areas -- Charging, Billing, and Collections, aiming to exceed service commitments to stakeholders and to maximize investments.

Role is heavy on strategy and execution enablement, stakeholder management and highly-visible to senior management and cross-functional teams.

Manage and govern the Service from Service Strategy, Service Design and Service Improvement

Work and collaborate closely with Service Operations to ensure that Service Transition and Service Operations are linked to the overall Service Strategy

Develop business service roadmaps aligned with Globe’s strategy and ISG’s technology roadmap as well as with other cross-functional groups

Manage and orchestrate the demand prioritization within the service and coordinate with relevant cross-functional leads to push forward the priority demands for the service

Be able to manage and do deep-dive focus on specific business services and will act as “product owners” for the persistent teams our core systems (Reloads or CRM/Customer Identity)

Collaborate with partners from different groups within the organization, and stakeholder management towards the senior leaders of the organization

Define the service roadmap highlighting technology modernization and transformation

Define and execute the integration service operating model (service description, SLA and reporting)

Drive continuous service improvements as well as for underlying processes 

Ensure that changes follow the defined processes

Define the relevant monitoring and reporting for the platforms/services in scope

Measure and report KPIs related to platforms and services (golden signals)

Establish strong relationships with stakeholders and leverage those relationships to ensure maximum performance and value return for customers

Create, maintain, and enforce service guidelines and principles

Develop and drive action plans to tackle immediate and ongoing service-related issues proactively

Identify initiatives to maximize investments and reduce total cost of ownership for platforms and services in scope

KPIs:

Updated and regularly-cascaded Service Roadmaps

On-time and on-budget quality Project Delivery

Service Availability Improvements

Reduction of Tech Gaps and IT simplicity

IT Cost Reduction

Benefits Realization for initiatives with business cases

Top 3-5 Deliverables:

Service Roadmap and Lifecycle Strategy

Service Mapping Flows

Platform Lifecycle Management Principles and Execution 

Monthly Operational and Commercial Service Reports - integration platforms and services 

Big Play project executions

HIRING REQUIREMENTS:

Work Experience

Must Have: at least 5 years hands-on service delivery work experience. This should include service design, service lifecycle management, API lifecycle management and governance, or platform lifecycle management.

Nice to Have: Previous work experience in a telco or tech integration companies 

Level of Knowledge

Proficient - ITIL Service Delivery Practices, Financial Management

Basic - API data application development and maintenance

Bachelor’s Degree 

Certifications/ Licenses:

Ideal but not required

ITIL v3 or v4

Product Management

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.