Service Delivery; Digital Channel

Position: Service Delivery (Digital Channel Performance)
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
** The Digital Operations Supervisor oversees the daily operations of Globe’s digital platforms, ensuring incidents are resolved promptly, SLAs are met, and customer experience is protected. The role supports the Digital Operations Manager by leading frontline execution, monitoring system health, and guiding the team to maintain reliable performance.###
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* DUTIES AND RESPONSIBILITIES:

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** Monitor digital platforms to ensure system availability, performance, and stability.*** ###
** Lead frontline response during incidents, coordinating with IT, vendors, and business teams for quick resolution.*** ###
** Ensure incidents and service requests are logged, tracked, and resolved within SLA.*** ###
** Prepare and update daily/weekly operational reports on performance, outages, and recovery actions.*** ###
** Escalate critical issues to the Digital Operations Manager and provide timely updates to stakeholders.*** ###
** Support root cause analysis (RCA) documentation and implement preventive measures.*** ###
** Coach and guide operations analysts/agents on standard processes and incident handling.*** ###
** Execute the operational playbook and enforce compliance with operational standards.*** ###
** Leads customer recovery for affected customers**### ###
** KPIs:*** ###
** NPS*** ###
** Revenue*** ###
** Channel stability**### ###
** Top 3-5 Deliverables:*** ###
** Ensure customers are guided and supported during incidents and recoveries.*** ###
** Safeguard customer experience by minimizing downtime and service disruptions.*** ###
** Incidents resolved within SLA and escalated appropriately.*** ###
** Accurate and timely reporting of system performance and issues.**### ###
** HIRING REQUIREMENTS:**### ###
**** Work Experience***** ### At least two years of full-time work experience (or 2-year Master’s degree as equivalent)* ### Experience in crafting, delivery, or reviewing learning programs is a plus### ###
**** Level of Knowledge***** ###
** 4–6 years of experience in IT/digital operations or service management.*** ###
** Knowledge of incident and service management processes (ITIL preferred).*** ###
** Familiarity with monitoring and reporting tools (e.g., Grafana, Splunk).*** ###
** Experience coordinating across multiple teams (business, IT, vendors).*** ###
** Exposure to Globe systems and digital platforms (preferred).**###
** 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

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.

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.

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