Manager, Service Management

Overview

Manage in-life service oversight, governance, escalation, process automation and continuous improvement for CSG managed services engagements.

What you'll do

• Coordinate in-life service oversight by monitoring contractual measures (for example, service level agreements, key performance indicators, milestones, and penalty risks).
• Facilitate governance routines (for example, monthly and quarterly reviews) and drive timely escalation and follow-through to protect service outcomes.
• Solve complex service delivery issues by evaluating multiple variable factors, selecting appropriate approaches, and adapting techniques where precedent is limited to restore stability and reduce recurrence.
• Serve as the senior operational escalation point by diagnosing complex service and billing integrity issues, completing root-cause analysis, and coordinating resolution across technical and business groups to restore service and prevent rework.
• Design and implement workflow automation by mapping end-to-end processes, building orchestration or low-code solutions, and adding exception handling and monitoring to eliminate recurring manual steps and reduce defects.
• Standardize critical recurring processes by documenting runbooks, defining control points, and creating reusable patterns for recurring extracts, reconciliations, and reporting to strengthen continuity and reduce operational risk.
• Prepare governance inputs by producing operational performance summaries, highlighting risks and tradeoff options, and drafting recommended actions to support customer and internal governance routines.
• Provide financial and operational cadence inputs by reconciling time reporting and non-labor charges, supporting forecasting and variance analysis, and coordinating invoicing inputs to improve cost-to-serve visibility and on-time customer billing.
• Provide estimating and statement-of-work inputs by translating operational complexity, constraints, and automation opportunities into effort assumptions, cycle impacts, and risk notes to improve schedule realism and delivery planning.
• Support transition from delivery to operations by validating documentation and readiness checklists.
• Drive continuous improvement planning by maintaining and prioritizing an improvement backlog using hours saved, risk reduction, and customer impact to expand capacity and absorb incremental scope without additional headcount.
• Build capability and resilience by coaching analysts, structuring onboarding and knowledge transfer, and creating training materials to reduce single points of failure and improve speed-to-productivity.

What you'll need

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field, or equivalent practical experience.
• 8+ years of related experience in managed services operations, service delivery, billing operations, or customer-facing technical operations.
• Experience resolving complex operational issues by selecting and adapting methods when multiple variable factors are present.
• Experience improving service performance through process standardization, automation, and governance reporting.
• Experience supporting operational financial cadence activities such as forecasting inputs, variance review, and invoicing coordination.
• Skilled in coordinating service delivery outcomes through influence, governance routines, and cross-functional alignment.
• Skilled in operational problem solving, incident triage, root-cause analysis, and prevention planning.
• Skilled in process design, documentation, and control points that improve repeatability and reduce operational risk.
• Skilled in automation and workflow improvement approaches that remove recurring manual effort and reduce defects.
• Skilled in interpreting contractual measures and operational performance trends to surface risks and propose practical actions.
• Ability to translate operational and financial cadence information into clear options and recommendations for service leadership.
• Ability to document and standardize operating practices through runbooks, checklists, and reusable patterns.
• Ability to coach and transfer knowledge through structured onboarding and training materials.
• Ability to communicate effectively with technical and non-technical audiences, adjusting message and detail to fit the situation.

Details

• Location: Philippines Remote.
• Work environment: Standard office environment.
• Typical interactions include external customer operational stakeholders and internal Managed Services, Service Management, engineering, billing and finance, security, risk and compliance, and project teams.