At 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.
Process Oversight and Standardization: Establish and maintain uniform problem and incident management frameworks across all service domains (Mobile, Broadband, B2B, Access, Core, etc.). Define consistent workflows, escalation paths, and documentation standards for Root Cause Analysis (RCA), Problem Review Boards (PRBs), and Knowledge Management.
Policy and Compliance Management. Ensure adherence to regulatory, corporate, and industry compliance standards (e.g., ITIL, ISO, data protection policies). Conduct periodic audits and reviews to validate procedural compliance across Tier 2 domains. Enforce quality assurance and control mechanisms for all SPM-related activities.
Governance and Performance Reporting: Oversee governance dashboards and KPIs, ensuring visibility of cross-domain problem metrics (e.g., recurring incidents, RCA cycle time, fix effectiveness). Drive continuous improvement programs through trend analysis and lessons learned consolidation.
Alignment with Business Objectives: Bridge the gap between technical operations and executive governance by aligning SPM practices with business priorities and customer experience goals. Recommend policy enhancements based on emerging risks, technology shifts, or recurring issues.
Audit and Accountability: Maintain records of compliance and governance adherence across service domains. Provide traceability and accountability for escalations, decision-making, and closure processes.
DELIVERABLES:
SPM Governance Framework
Compliance Audit Reports
Governance Dashboard & KPI Scorecards
Problem Review Board (PRB) Summary Reports
Policy and Process Improvement Recommendations
Knowledge Repository Updates
KPI:
SPM Process Compliance Rate
RCA Completion Timeliness
Recurring Problem Reduction Rate
Audit Findings Closure Rate
PRB Action Item Closure Rate
Governance Review Completion Rate
Documentation Accuracy / Update Rate
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 here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.