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Senior Specialist, Service Management

Date: 23-Sep-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


The Senior Specialist Service Management & Assurance will be responsible for managing, monitoring and optimizing ITIL Service Management practices (Service Configuration, IT Asset, Service Request and Service Catalogue management) to deliver an integrated service management framework. This individual will be expected to work closely with the ITSM tools development team in developing solutions, managing updates or enhancements to the tool.


Key responsibilities

  • Manage at least 2 of these Service Management practices (Service Configuration, IT Asset, Service Request and Service Catalogue management) with responsibility for the effective running of the practice
  • Manage service delivery metrics to identify trends and improvement opportunities
  • Work closely with the other practice leads and technical delivery teams to deliver an integrated service management framework
  • Work closely with the Quality & Governance team as well as practice leads to develop the policy, standards and procedures for the governance of the practice
  • Implement, review, maintain and audit the service management practice and procedures
  • Drive for the continual improvement of the practice as part of the integrated service management framework


The ideal candidate should possess

  • Degree in Computer Science
  • Minimum ITIL V3 foundation certification
  • 4 - 8  years of ServiceNow ITSM experience


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.