IT Service Asset and Configuration Manager

IT Service Asset and Configuration Manager

Globe Telecom, Inc.
Not Specified
Not Specified

Job Description

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
Manages the work and project / time allocation of project managers and implementation specialists, ensuring that all contractual deliverables and milestones are met according to approved project plans. Proactively recommends actions to maximize resource utilization and to reduce mean resolution time to customer issues. Thinks strategically and proactively to identify product and implementation issues and improvements, and continually communicates with the Leadership Team, offering solutions and taking ownership of problem resolution. Monitors and reports to the Executive Team on customer experience trends and actions as well as their effect (or potential effect) on the overall customer experience. Manages and expands programs to develop and maintain company product knowledge as well as department standards and procedures. Manages and drives client-facing activities and processes including client engagement, requirements gathering or analysis, functional / UI designs, release planning, user-acceptance testing and user training / documentation. Maintains outstanding client relationships by diagnosing client needs and working closely with the development manager to ensure that application issues or bugs are addressed in a timely fashion, and that the final product / solution is of appropriate quality and meets or exceeds client expectations. Holds P&L responsibilities for the service delivery business unit, with a focus on contribution margin. Acts as a champion for a corporate culture of customer experience, respect, responsiveness, fun and professionalism, product and customer satisfaction, trust, creativity, and commitment.
Process Owner & Governance

  • Applies developed subject matter knowledge to solve common and complex technical and business issues within established guidelines and recommends appropriate alternatives

  • Establishes policies, standards and principles and assures alignment of IT strategy to business strategy

  • Works on problems of diverse complexity and scope

  • Ensures that Service Level Reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence

  • Provide feedback and/or influence change in internal and/or vendor provided products/service offerings

  • Participates and/or leads projects and initiatives across technology, customer and/or business, including transformation initiatives

  • Acts as trusted advisor. Influences customers and stakeholders regarding operational details, solutions and proposal

  • Develops relationships and communication with stakeholders, customers and key partners

  • Provides training and knowledge transfer in area of responsibilities

  • Act as a team or project leader, providing direction to team activities and facilitates information validation and team decision making process

  • Seen as a resource to mentor less experience team members in one or more technical and operational policies and business areas

Service Asset & Configuration Management

  • Designs the Service Asset and Configuration (SACM) policies, framework and workflows

  • Accountable to the organization for stewardship of fixed assets of the organization that are under the control of SACM

  • Ensures SACM data is available when and where it is needed to support other service management processes

  • Drives accuracy and relevance of the Configuration Management Database (CDMB), including definition of the Configuration Management System (CMS) structure and performance of configuration audits

  • Drives the efficiency and effectiveness of the SACM Process, including regular process reviews and updates to ensure relevance and alignment to the business environment

  • Drives the strategy and support for SACM tools

  • Monitors the effectiveness of SACM, makes recommendations for improvements and drives the realization recommended benefits

  • Owns the budgeting and accounting for SACM activities and resources

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.

Job Details

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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.PurposeIn everything we do, we treat people right to create a Globe of Good.VisionWe see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.MissionWe create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

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