Senior Manager, Service Operations

About the role

Expereo, a provider of managed internet, SD-WAN/SASE and cloud connectivity solutions, is looking for a Senior Manager, Service Operations in Manila. The role leads the Service Operations team so that internal teams and customers receive excellent operational support and high-quality service management, and builds a high-performing organisation with scalable operational practices.

Key responsibilities

• Lead and develop the Service Operations function, fostering a culture focused on customer outcomes, accountability and continuous improvement.
• Own the operational performance of the function, including prioritisation, resource allocation, workload management and delivery against service objectives.
• Manage the activity-based operating model, overseeing the intake, assignment and tracking of customer requests, improvement initiatives and operational activities.
• Act as the senior escalation point for critical customers, providing leadership while keeping teams accountable for resolution and communication.
• Identify opportunities for automation, process optimisation and improvement using data and insights to improve customer experience, service quality and efficiency.
• Build relationships with customers, suppliers and internal stakeholders to remove barriers and enable collaboration.
• Drive customer value creation through service improvements, operational insights, bandwidth utilisation reporting and customer data to support retention, optimisation and revenue growth.

Required profile

• 8+ years of experience in Service Management, Service Assurance, Customer Operations or Managed Services.
• Bachelor's degree in IT, Engineering, Telecommunications, Business or a related field.
• Proven experience leading geographically distributed operational teams.
• Strong customer relationship management and stakeholder engagement skills.

Required skills

• Strong analytical and data interpretation capabilities.
• Excellent communication skills from operational teams to executive stakeholders.
• Knowledge of telecommunications, networking, managed services, SD-WAN or SASE environments.