Head of Service Level Management

GCash

Oct 20, 2024

Applications are closed

Job
Full-time
Expert Level
Manila

Requirements

Design, negotiate, agree, and manage SLAs for each GCash Service
Design, negotiate, agree, and manage OLAs for each of the defined SLAs
Manage completion and updates of service contracts with business leaders, documenting IT SM commitments on service operations quality
Further analyze and manage gap areas that may pose risks towards meeting service level and service operations commitments. This may extend toward creating initiatives in other areas of tech delivery and operations.
Present service quality to tech upper management and business leaders
Drive SLM strategy
Manage the knowledge and skill capital of the SLM team through competency assessments, training, and on the job mentorship. The SLM Leader must ensure that his team has strong horizontal competence in root cause analysis, problem identification and solving, and vertical knowledge in GCash services, architectures, and technologies.
Manage the SLM team's problem management function - produce concise incident reports, comprehensive root cause analysis.
Manage actions and action tracking including timely reports to higher management as needed to ensure problems are resolved completely and in a timely manner
Strategize on and manage tracking and resolution of Technical Debt, including regular reporting to Tech upper management
Proactively manage service problems with focus on prevention of failures. Drive to enact swift and wholistic corrective actions when necessary. The primary measure of success is Overall MTBF of GCash as well as GCash Login MTBF.
Provide inputs towards improving MTTR; this is a secondary metric to the SLM team, but equally important to the GCash Tech organization as a whole.
Develop strategic direction for the Crisis Teams
Guide Crisis Teams towards success

Responsibilities

Design, negotiate, agree, and manage SLAs for each GCash Service
Design, negotiate, agree, and manage OLAs for each of the defined SLAs
Manage completion and updates of service contracts with business leaders, documenting IT SM commitments on service operations quality
Further analyze and manage gap areas that may pose risks towards meeting service level and service operations commitments. This may extend toward creating initiatives in other areas of tech delivery and operations.
Present service quality to tech upper management and business leaders
Drive SLM strategy
Manage the knowledge and skill capital of the SLM team through competency assessments, training, and on the job mentorship. The SLM Leader must ensure that his team has strong horizontal competence in root cause analysis, problem identification and solving, and vertical knowledge in GCash services, architectures, and technologies.
Manage the SLM team's problem management function - produce concise incident reports, comprehensive root cause analysis.
Manage actions and action tracking including timely reports to higher management as needed to ensure problems are resolved completely and in a timely manner
Strategize on and manage tracking and resolution of Technical Debt, including regular reporting to Tech upper management
Proactively manage service problems with focus on prevention of failures. Drive to enact swift and wholistic corrective actions when necessary. The primary measure of success is Overall MTBF of GCash as well as GCash Login MTBF.
Provide inputs towards improving MTTR; this is a secondary metric to the SLM team, but equally important to the GCash Tech organization as a whole.
Develop strategic direction for the Crisis Teams
Guide Crisis Teams towards success

FAQs

What is the primary focus of the Head of Service Level Management role?

The primary focus is to develop and maintain strong relationships with key stakeholders while advancing Service Level Management (SLM) and Problem Management practices, ultimately improving the Mean Time Between Failures (MTBF) and Mean Time To Repair (MTTR) of GCash services.

What are the main responsibilities of the Head of Service Level Management?

The main responsibilities include designing and managing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), managing problem management functions, analyzing gaps that may affect service commitments, and driving the SLM strategy.

What qualifications are required for the Head of Service Level Management position?

While specific qualifications are not listed, candidates typically need extensive experience in service level management, problem management, and a strong understanding of technology and operations in a FinTech environment.

Will the Head of Service Level Management be involved in crisis management?

Yes, the Head of Service Level Management will serve as the Chair of Crisis Teams Committee and will develop strategic directions for crisis teams and guide them towards success.

Is there a focus on team management within this role?

Yes, the role requires managing the knowledge and skills of the SLM team through competency assessments, training, and mentorship to ensure effective problem-solving and root cause analysis.

What kind of team culture can the Head of Service Level Management expect?

The cultural environment is described as dynamic and highly collaborative, with a focus on changing the game within the FinTech sector.

What opportunities for career growth does this position offer?

The role offers significant opportunities for career growth and development within the #1 FinTech company in the country.

What benefits are associated with this position?

The position provides a highly competitive and flexible compensation and benefits package, acknowledging the value of employees.

What is one of the main measures of success for the SLM team?

One of the primary measures of success is the Overall MTBF of GCash.

How important is the reduction of MTTR in this role?

Reducing MTTR is considered a secondary but equally important metric for the SLM team and the overall GCash Tech organization.

GCash

Realizing a vision of a cashless society leading to Finance for All.

Finance

Industry

501-1000

Employees

2015

Founded Year

Mission & Purpose

Mynt is the first and only duacorn in the Philippines. It's a leader in mobile financial services focused on accelerating financial inclusion through mobile money, financial services, and technology. Mynt operates two fintech companies: GXI, the mobile wallet operator of GCash — the #1 Finance App in the Philippines, and Fuse Lending, a tech-based lending company that gives Filipinos access to microloans and business loans. Mynt, through its fintech operations, is a staunch supporter of the United Nations Sustainable Development Goals (SDGs), particularly UN SDGs 5,8,10, and 13, which focus on safety & security, financial inclusion, diversity, equity, and inclusion as well as taking urgent action to combat climate change and its impacts, respectively.