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Manager, Service Management

Date: 25-Jul-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 Specialist, Service Management is the process owner/manager for 1 or more service management process with accountability to set the policies, standards and procedures for that process in alignment with ITIL V3 best practices for IT Service Management


Key Responsibilities: 

  • Lead and manage one or more service management process.
  • Accountable for the process end to end with overall responsibility for the effective running of the process
  • Develops the policy, standards, and procedures for the governance of the process
  • Act as 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 the maintenance and continual improvement of the process
  • Responsible for process metric targets (KPI/SLA)
  • Provide process performance metric reports (as required)
  • May have people management or vendor management responsibilities



  • Minimum 7 years’ relevant experience in the service management process
  • 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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