Service Lead

Education

Bachelor's degree holder

Qualifications

Open for fresh graduate or with related experience in Customer Service and Incident Management.

Duties and Responsibilities

Functional Duties and Responsibilities
1. Owns end-to-end service management for the DICT Bayanihan SIM engagement
2. Leads the team of 6 Case & Incident Management Officers covering operations, reporting, and incident
response
3. Acts as the primary escalation point and client-facing service lead with Smart for DICT up to defined
escalation thresholds
4. Stewards SLAs and contractual obligations during the DICT Bayanihan SIM engagement
5. Coordinates with Network, IT, Product, and Account teams to ensure platform and operational readiness
6. Owns monthly service reviews, performance reporting, and audit response with DICT
7. Acts as the project-level liaison to Smart's Data Protection Officer for matters arising under the DICT
engagement
8. Manages project-specific compliance, including Data Privacy Act adherence for end-beneficiary data
handling

Administrative Duties and Responsibilities
1. Submits monthly project performance reports to the VP — Enterprise Wireless PM & Assurance
2. Authorized to allocate work, approve leave, and conduct project-level performance check-ins for the Case &
Incident Management Officers assigned to the project, in coordination with the People Partner
3. Conducts weekly stand-ups with the project team and bi-weekly client reviews with DICT
4. Completes mandatory compliance trainings
5. Maintains 201 file and project documentation including SOWs, change requests, and audit logs