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Manager, Ops Excellence and Service Improvement

Date: 10-Apr-2021

Location: Singapore, Singapore

Company: Singtel Group


Singtel, Asia’s leading communications technology group, provides an extensive range of telecommunications and digital services to millions of consumers and businesses across Asia, Australia, Africa and the USA. With over 140 years of innovation behind us, we continue to push boundaries in our networks and services, to enrich lives and transform businesses.


Our core values – Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence – shape the way we work. We are passionate about making a difference and have an open and inclusive culture where everyone is empowered to do their best. Our diverse business means you will enjoy unique opportunities and rewarding experiences to learn and grow your career in a dynamic industry.


Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020



Key Responsibilities:

  • Lead a team to establish new and review existing processes, driving changes to optimise business processes. One of the key areas of focus will be to drive the transition of the Network Operation Centre (NOC)
  • Identify opportunities process optimisation & automation to improve operational efficiency.
  • Work on trouble ticket audit, automate dashboards and reports which involves data-collection, data analytics, problem solving and metric reporting.
  • Work collaboratively across all departments within Networks to ensure that process outcomes are aligned to the organization strategic goals.
  • Define, review and update service management policies, processes and methodologies.
  • Provide independent and objective assessments for process compliance and project governance.
  • Conduct trainings for new processes.
  • Prepare weekly and monthly reports for the top management.
  • Maintain Network Incident Management Framework
  • Any other tasks and projects as assigned by the superior  


The ideal candidate should possess:

  • Degree in Business, Computer Science, Computer Engineering or Information Technology
  • At least 5 years experience in Telecommunications or Network/IT Industry.
  • Minimum 2 years of relevant working experience in driving process transformation and automation in operational environment.
  • Experience in using trouble ticketing systems eg. Remedy, ServiceNow and others
  • Minimally Lean Six Sigma Green Belt
  • ITIL Intermediate level is an advantage,
  • Project Managemeent Certification (PMP, PRINCE) will be a plus
  • Knowledge on mobile and transmission technologies would be an advantage.
  • Proficient in Tableau and Microsoft office programs including Teams, SharePoint, Excel, Word, and PowerPoint.
  • Strong leadership, experince in people management is required.
  • Ability to work independently with minimum supervision and able to adapt to a dynamic environment.
  • Excellent interpersonal relations, teamwork and collaboration skills and proven ability to communicate with people at different levels
  • Excellent written and verbal communication skills
  • Strong presentation and facilitation skills
  • Proven analytical and problem-solving skills



We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.