SPM Central Governance & Compliance

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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. Job Description NOA 2.0 Ensure consistent, standardized, and compliant service problem management practices across all technical and service domains promoting accountability consistency and transparency internal and external NOA. 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.

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