Senior Service Manager

Be a Part of Something BIG!

We are looking for a Senior Service Manager to lead end-to-end IT service operations within Consumer IT, ensuring high availability, resilience, and performance of business-critical platforms across on-premise and cloud environments.

Make an Impact by:

IT Service Management

• Lead end-to-end IT service operations for medium to large-scale, business-critical applications across cloud and hybrid platforms
• Govern ITIL-based processes including Incident, Problem, Change, Release, Service Level, and Configuration Management
• Ensure service stability, availability, performance, and cost-efficient operations across multi-vendor environments
• Drive SLA, SLO, and operational KPI governance and continuous improvement
• Lead major incident management with executive-level coordination

Release, Change & Cloud Service Transition

• Oversee enterprise release and change governance balancing speed and risk
• Manage release strategies across applications, infrastructure, cloud, and network domains
• Ensure production readiness, rollback strategies, and post-implementation reviews
• Partner with engineering and DevOps teams to enforce cloud operational standards

Service Assurance, Fallout & Operational Resilience

• Own service assurance strategy including proactive monitoring and early fault detection
• Lead end-to-end fallout management across provisioning, orchestration, and transaction flows
• Establish dashboards, observability frameworks, and service health indicators
• Drive operational resilience, high availability, and disaster recovery readiness
• Lead root cause analysis (RCA), trend analysis, and continuous improvement initiatives

Leadership & Operations

• Lead and manage a team of IT operations engineers across onshore and offshore teams
• Manage release priorities, risks, issues, and escalations
• Drive workforce capability development and operational excellence (up to 99.99% reliability)
• Collaborate with infrastructure teams across on-prem and cloud environments
• Manage vendor contracts, procurement processes, and stakeholder communications at management level
• Ensure compliance with corporate governance across cybersecurity, finance, legal, and risk

Skills for Success:

Education & Experience

• Bachelor’s degree in IT, Computer Science, Engineering, or related discipline
• 10–15 years of experience managing complex IT application platforms (on-prem and cloud)
• Proven experience leading 24x7 operations teams and vendor management
• Experience in procurement and stakeholder management (Director level)

Technical / Professional Skills

• Expert knowledge of ITIL service management practices
• Strong experience in release and change governance in cloud environments
• Deep expertise in service assurance, monitoring, and observability tools (e.g. AWS CloudWatch, Azure Monitor, Dynatrace, Grafana)
• Proven track record in major incident and fallout management
• Experience managing mission-critical platforms and operational resilience

Non-Technical / Soft Skills

• Strong leadership with clear accountability and decision-making authority
• Ability to operate under high-pressure environments and manage crises effectively
• Skilled in managing cross-team conflicts and aligning stakeholders
• Strong communication and influencing skills with senior leadership and partners

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!