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Senior Manager, Service Management

Date: 28-May-2019

Location: Singapore, Singapore

Company: Singtel

Realise your full potential with Asia's leading communications group. While we take pride in our 140-year heritage, our philosophy is to always look forward and evolve. Today, we are a leader in cutting-edge ICT innovation and digital advances, powered by a vast network of offices in countries and territories across Asia Pacific, the Middle East, Europe and the USA. Come be a part of our dynamic organisation as we create the infocomms landscape of the future.

 

 

The Senior Manager, Service Management is the process owner/manager for the ITIL Service Operation processes (Incident, Problem, Event, and Request Fulfilment) with accountability to set the policies, standards, and procedures for those processes in alignment with ITIL V3 best practices for IT Service Management.

 

The Senior Manager, Service Management is expected to work with the Service Owners, Process Owners/Managers, Operations,  Technical and Application delivery teams to ensure service operations are managed within SLAs and expectations.

 

Incident Management

  • Responsible for Managing, Monitoring & Optimization of Incident Management Process
  • Drive the overall efficiency and effectiveness of the Incident Management process
  • Act as a primary source of management and stakeholder information about the Incident Management process
  • Ensures management and customers are sufficiently informed about the Major Impacting Incidents
  • Chairs (facilitate, veto) the Incident Meetings
  • Ensure adherence to process, standards, and policies
  • Manage the incident managers or incident coordinators in the coordination of end-to-end incident management, ensuring that incident processes and procedures are followed achieving high levels of customer satisfaction through a timely and efficient resolution of incidents
  • Proactively manage assigned incidents ensuring satisfactory restoration of service with minimal business impact and resolution of an incident in an efficient and timely manner initiating escalation procedures as appropriate.
  • For major incidents, ensure timely status update communications to stakeholders in accordance with process and procedures
  • Provides input into important decisions regarding Incident Management supporting technology requirements
  • Responsible for effective cooperation between Incident Management and other ITSM process managers
  • Monitoring and reporting the effectiveness of the Incident Management performance
  • Manage the incident SLAs, KPIs with accurate reporting to key stakeholders
  • Work on continual process improvement

 

Problem Management

  • Facilitate and manage end to end Problem Mgmt. Process
  • Lead, attend and coordinate post-incident review meetings or other problem management meetings to perform root cause analysis and develop corrective action plans
  • Ensure adherence to process, standards, and policies
  • Work on continual process improvement
  • Manage Known Error Database
  • Manage problem management SLAs and KPIs with accurate reporting to stakeholders
  • Recommend authorization to fix
  • Drive for implementation and closure of all corrective action items to prevent recurrence of the same problem
  • Coordination of end-to-end problem management ensuring that processes and procedures are followed by achieving high levels of customer satisfaction
  • Work with incident management on incident trending analysis which could be identified as problems
  • Coordinate with change management in the post-implementation review

 

Event Management

  • Responsible for Managing, Monitoring & Optimization of the Event Management process
  • Determine and maintain Event Monitoring and correlation analytic rules in achieving meaningful events required for effective proactive and preventive monitoring.
  • Review, analyze, and determine the appropriate thresholds to be implemented and triggers for events across all managed CIs and Services, in agreement with the service owners, and ensure they are formally documented
  • Work with operational support and tools team to ensure baseline and changes are implemented as agreed;
  • Management of monitoring and event correlation standards
  • Provide input into, and work with, the operation teams to ensure events are treated in an appropriate manner
  • Conduct regular reviews and evaluations of current processes and procedures, design and implement improvement and report on progress being made

 

Request Fulfillment

  • Responsible for Managing, Monitoring & Optimization of Request Fulfilment Process
  • Drive the overall efficiency and effectiveness of the Request Fulfilment process
  • Act as a primary source of management and stakeholder information about the Request Fulfilment process
  • Ensures customers are sufficiently informed about their open Service Requests
  • Ensure adherence to process, standards, and policies
  • Provides input into important decisions regarding Request Fulfilment supporting technology requirements
  • Responsible for effective cooperation between Request Fulfilment and other ITSM process managers
  • Monitoring and reporting the effectiveness of the Request Fulfilment performance
  • Work on continual process improvement
  • Manage vendors, third-party suppliers and internal/external service provider groups involved in the processes
  • Accountable for all of the ITIL Service Operation processes end to end with overall responsibility for the effective running of the process
  • Develops the policy, standards, and procedures for the governance of the processes
  • Act as an escalation point for process function issues
  • Implement, review, maintain and audit the service management process and procedures
  • Ensure process governance, assurance, and adherence
  • Manage service delivery metrics to identify trends and process improvement opportunities
  • Responsible for process metric targets (KPI/SLA)
  • Provide process performance metric reports (as required)
  • Has team management and/or vendor management responsibilities

 

Requirements: 

  • Minimum 10 years’ relevant experience in the management of service management processes in particular service operations processes
  • Extensive knowledge and experience in IT Service Management framework, processes, and reports
  • ITIL V3 foundation certificate
  • Proven analytical and problem-solving skills
  • Autonomous and self-motivated
  • Ability to lead, influence and coordinate resources to achieve results
  • Excellent relationship building and management skills
  • Excellent communication (verbal and written) skills
  • Strong influencing and persuasive ability
  • Effective presentation skills
  • Demonstrates initiative and a commitment to continuous improvement
  • Ability to perform under pressure
  • Flexibility in approach to problem-solving
  • Deep understanding of ITIL v3 processes, with experience in an ITIL based environment

 

Let’s shape a better world through technology. Join us to lead the change.

Note to Recruitment Agencies

In sourcing for candidates for particular roles, the Singtel Group works only with a panel of selected recruitment agencies expressly engaged under written agreements. Even then, these agencies are only activated from time to time for specific recruitment exercises for particular roles under instructions expressly issued by a member of the Singtel Talent Acquisition team.

Except under such circumstances, no agency shall source or attempt to source any candidates for the Singtel Group. The Singtel Group will not pay nor be obliged or liable to pay any recruitment fees of any kind whatsoever to any agency where candidate CVs are submitted to the Singtel Group by such agency on an unsolicited or speculative basis.

The Singtel Group reserves all rights to directly contact any candidate to which such CVs relate without any obligation or liability whatsoever to the agency concerned (including without limitation any obligation or liability to pay any recruitment fees of any kind).

 

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