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

• Owns end-to-end service management for the DICT Bayanihan SIM engagement
• Leads the team of 6 Case & Incident Management Officers covering operations, reporting, and incident
  
  

• Acts as the primary escalation point and client-facing service lead with Smart for DICT up to defined
  
  

• Stewards SLAs and contractual obligations during the DICT Bayanihan SIM engagement
• Coordinates with Network, IT, Product, and Account teams to ensure platform and operational readiness
• Owns monthly service reviews, performance reporting, and audit response with DICT
• Acts as the project-level liaison to Smart's Data Protection Officer for matters arising under the DICT
  
  

• Manages project-specific compliance, including Data Privacy Act adherence for end-beneficiary data
  
  

• Submits monthly project performance reports to the VP — Enterprise Wireless PM & Assurance
• Authorized to allocate work, approve leave, and conduct project-level performance check-ins for the Case &
  
  

• Conducts weekly stand-ups with the project team and bi-weekly client reviews with DICT
• Completes mandatory compliance trainings
• Maintains 201 file and project documentation including SOWs, change requests, and audit logs