Managed Service Request Specialist (Pooling)

Discover your 100% YOU with MicroSourcing!

Position: Managed Service Request Specialist (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Be a part of something big at MicroSourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Your Role:

As a Managed Service Request Specialist, you will:

• Manage the end-to-end Request for Change (RFC) lifecycle, including validation, quotation preparation, approvals, coordination, and execution activities

• Ensure SLA compliance, accurate billing processes, and revenue protection by monitoring service delivery performance and contractual obligations

• Coordinate internal teams, vendors, and third-party partners to ensure timely and successful request fulfillment across the delivery lifecycle

• Maintain Configuration Management Database (CMDB) accuracy and ensure service information supports monitoring, reporting, and billing requirements

• Build strong customer relationships by managing expectations, communicating updates, and providing a high-quality service experience

• Identify process improvement opportunities that enhance efficiency, reduce revenue leakage, and improve overall service delivery outcomes

• Collaborate with technical and business stakeholders to resolve issues, manage dependencies, and drive effective service outcomes

What You Need:

Non-negotiables

• Experience in ICT networks, managed services, service operations, or a related technical environment

• Strong understanding of IT Service Management principles and ITIL best practices

• Demonstrated stakeholder and customer management experience with the ability to engage across multiple levels

• Strong commercial awareness with experience interpreting contracts, pricing structures, and chargeable services

• Strong analytical, communication, and problem-solving skills with the ability to manage multiple priorities

Preferred skills/expertise

• Experience handling Request for Change (RFC) processes and service delivery coordination activities

• Knowledge of CMDB management and configuration practices

• Experience working with ServiceNow or similar ITSM platforms

• Experience driving process improvement and operational efficiency initiatives

• Understanding of managed service environments, vendor management, and service lifecycle processes

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses

• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

• Work-Life Harmony: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.

• Career Growth: Take advantage of opportunities for continuous learning and career advancement.

• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply