Service Level Performance Analyst B2B AU Telco

Discover your 100% YOU with MicroSourcing!



Position: Service Level Analyst

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift



Be a part of something big at Microsourcing!

Were 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 thats at the forefront of the telecommunications industry!

Your Role

As a Service Level Analyst you will:

• Monitor and manage Service Level Agreements (SLAs) across the ANZ enterprise portfolio to ensure contractual compliance.
• Produce accurate and timely SLA performance reports, providing visibility into service health and potential risks.
• Identify and investigate service performance trends to minimize service credits and penalties.
• Drive data integrity and automation within reporting tools to improve efficiency and accuracy of insights.
• Collaborate with Service Management and Delivery teams to implement continuous improvement initiatives.
  
  

What You Need

Non-negotiables

• At least 3 years of experience in Service Level Management or Service Management (ITIL).
• Advanced expertise in data analysis and automated reporting (Excel, Power BI, or similar).
• Strong understanding of ITIL frameworks and SLA/KPI structures.
• Proven experience managing service credits and complex contractual obligations.
• Excellent stakeholder management skills, specifically for ANZ or international clients.
• High attention to detail and a commitment to data integrity.
• Ability to work onsite in BGC on an Australian day shift schedule.
  
  

Preferred Skills/expertise

• ITIL Certification.
• Experience in the Telecommunications or Managed Services industry.
• Knowledge of ServiceNow or similar ITSM tools.
• Experience with process automation (SQL, VBA, or Python).
  
  

–-

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?

Youll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, 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: Enjoy the balance between work and life that suits you with flexible work arrangements.
• 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 companys strength lies in our peoples 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 - its our commitment. Join us in celebrating YOU and your 100%!

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

---