Service Delivery and Operations Expert

Service Delivery and Operations Expert page is loaded## Service Delivery and Operations Expert locations:
22F The Globe Towertime type:
Full time posted on:
Posted Todayjob requisition :
RAt 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 Service Delivery and Operations Expert is the critical link between Data Engineering and business stakeholders, responsible for ensuring the seamless, reliable, and high-quality delivery of enterprise data products and services. This role owns end-to-end service delivery across data availability, quality, performance, and timeliness, while leading incident, problem, and change management processes. By representing data services in governance forums and driving continuous service improvement, the role ensures data platforms consistently meet or exceed business requirements.
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* DUTIES AND RESPONSIBILITIES:

** Service Delivery & Support
* Assist in the day-to-day delivery of data products and services, ensuring all tasks align with established Service Level Agreements (SLAs).
* Maintain service catalogs and documentation, ensuring performance metrics are accurately tracked and reported.
* Support business units and front-office teams by responding to inquiries and processing service requests in a timely manner.

Incident & Problem Coordination
* Monitor data product performance and provide first-line support for incidents, escalating complex issues to Senior Data Engineers or platform teams as needed.
* Contribute to root cause analysis (RCA) investigations to help identify permanent solutions for recurring data issues.
* Document incident timelines and resolutions to build a robust knowledge base for the team.

Change & Release Support
* Coordinate with technical teams to implement data service updates, ensuring all changes follow established risk assessment protocols.
* Participate in Change Advisory Board (CAB) discussions to understand upcoming impacts on service availability.
* Validate post-release performance to ensure service stability and minimal disruption to the business.

KPIs:
* Changes implemented with minimal service disruption and complete communication/documentation
* Representation of data services in CAB decisions
* SLA and OLA compliance across all data products and services
* Incident and problem resolution effectiveness and timeliness
* Data quality (accuracy, completeness, timeliness) and service availability
** REQUIREMENTS:
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* Work Experience:

* Experienced in Change Management, Incident Management, and Problem Management
* Knowledge in data automation or operational workflows
* Experienced in stakeholder management and cross-functional collaboration
* Knowledge in change and release management

Level of Knowledge:
* Understanding of data management, data warehousing, ETL/ELT, and data governance
* Hands-on knowledge of ITSM frameworks (e.g., ITIL), particularly incident, problem, change, and service level management
* Ability to define, track, and improve SLAs, OLAs, and service KPIs Education
* Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
** 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

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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…