Technical Service Management Lead (STT GDC Philippines)

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

• Role Overview: The Technical Service Management Lead ensures high customer satisfaction and maintains 100% SLA adherence through real-time monitoring and ITIL-aligned service management (incidents, changes, requests).
• Core Responsibilities: Manages power and cooling infrastructure monitoring, customer relationships, onboarding/training, customer success initiatives, and regulatory/audit compliance.
• Key Requirements: Bachelor's degree in Engineering, IT, or related fields with 5+ years of experience in technical support/customer success. ITIL or Data Center Practitioner certifications preferred, along with expertise in Tier 3 Data Center standards.

The Technical Service Management Lead is responsible for maintaining high levels of customer satisfaction and fostering long-term relationships through expert technical support and relationship management. Aligned with the DCTSM Playbook and STT GDC operational standards, this role ensures 100% adherence to Service Level Agreements (SLAs) through real-time monitoring and proactive service delivery. The position is explicitly responsible for managing service lifecycles using ITIL methodologies, specifically governing incident management, change management, and service request fulfillment. Furthermore, the role involves critical infrastructure oversight, including the management and monitoring of power and cooling systems to ensure maximum uptime and efficiency. Operating within standard industry practices and global service frameworks, the role aims to achieve optimal customer retention, regulatory compliance, and seamless operational handovers from onboarding to offboarding.

Key Duties and Responsibilities

Customer Relationship Management

Develop and maintain relationships, serve as the primary contact for customers, provide updates on services.

Technical Support and Expertise

Provide support, resolve issues, assist with data center solutions deployment and optimization.

Customer Success Initiatives

Develop strategies to enhance satisfaction and retention, monitor KPIs, conduct reviews for improvement.

Onboarding and Training

Manage onboarding, conduct training sessions on best practices and service usage.

Customer Feedback and Advocacy

Collect and analyze feedback, advocate within the company, collaborate on product improvements.

Compliance and Quality Control

Ensure activities comply with regulations and standards, participate in audits, implement risk management strategies.

Professional Background and Experience

Bachelor’s degree in Engineering, Information Technology, Computer Science, Business Administration, or related field.

Minimum of 5 years of experience in technical support or customer success management, preferably within the technology, telecommunications, or data center industries.

Professional Qualifications & Training

Relevant certifications such as ITIL, Data Center Practitioner or Customer Success Management are preferred.

Knowledge and Skills

Industry Regulations and Compliance Knowledge: Understanding of compliance with local and international regulations pertinent to data centers and technology infrastructure.

Market Trends Awareness: Knowledge of current trends in data center and customer relationship management, with the ability to leverage this understanding to enhance customer satisfaction.

Risk Management: Proficient in identifying and mitigating risks associated with delivery of service level agreement customer relationships and technical implementations.

Customer Success Best Practices: Expertise in best practices for maintaining and enhancing customer satisfaction and loyalty in the tech industry.

Project Management Capabilities: Effective project management skills to oversee customer onboarding and ongoing support initiatives.

Technical Proficiency: Proficiency in managing and monitoring critical power and cooling infrastructure, ensuring adherence to Tier 3 Data Center compliance standards.

Technical Skills: Proficient in technical support methodologies and tools, with a focus on data center solutions.

Customer Relationship Management: Expertise in developing and maintaining strong customer relationships.

Analytical Skills: Ability to analyze customer needs and feedback to improve service delivery.

Communication Skills: Strong verbal and written communication skills for effective customer and team interactions.

Team Collaboration: Ability to collaborate with internal teams to enhance customer success initiatives.

• 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.