Service Manager

Be a part of something BIG!

Say HELLO to BIG Possibilities with Singtel Kuala Lumpur (Sudong MY Sdn. Bhd.)!

Singtel is Asia's leading communications technology group, delivering innovative connectivity, digital services, and ICT solutions across the region. As part of our Shared Services Centre in Kuala Lumpur, you'll collaborate with global teams to deliver exceptional customer experiences and drive operational excellence for enterprise customers.

We are looking for a Service Manager who is passionate about customer success and service excellence. In this role, you will serve as the primary operational contact for enterprise customers, ensuring high service quality, driving continual service improvements, and building trusted relationships with key stakeholders. You will lead service governance, coordinate incident and change management activities, and work closely with cross-functional teams to deliver a seamless customer experience.

Make an Impact by

• Build and maintain trusted service relationships with enterprise customers, serving as the primary point of contact for escalated operational issues and service-related matters.
• Manage complex, critical, and escalated incidents by coordinating with internal resolver groups and external partners to ensure timely resolution while providing proactive updates to customers.
• Oversee planned maintenance activities and service changes through established Change Management processes to minimize customer impact.
• Translate customer feedback, pain points, and operational challenges into actionable improvement initiatives by collaborating with internal stakeholders.
• Monitor and manage service delivery performance against contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring consistent service excellence.
• Establish and maintain clear escalation pathways with customers and internal stakeholders to facilitate efficient issue resolution.
• Drive continual service improvement initiatives to enhance network performance, operational efficiency, and customer satisfaction.
• Participate in post-incident reviews for major service disruptions, validate Root Cause Analysis (RCA) reports, and identify preventive actions to reduce recurring issues.
• Conduct regular service and network performance reviews with customers, including service availability, capacity utilization, improvement initiatives, chronic issue management, and problem management outcomes.
• Analyse customer feedback, Net Promoter Score (NPS), and service survey results to identify improvement opportunities and enhance the overall customer experience.
• Manage and respond to service requests and operational queries from regional stakeholders, ensuring timely communication and resolution.
• Prepare service reports, performance dashboards, and executive presentations to support customer governance meetings and business reviews.

Skills for Success

• Diploma or Bachelor's Degree in Computer Science, Information Technology, Engineering, Telecommunications, or a related discipline.
• Minimum 3 years of experience in the telecommunications industry within Service Delivery, Service Management, Network Operations, or related operational environments.
• Strong knowledge of networking concepts and WAN technologies, including MPLS, VPN, Internet, Metro Ethernet, SD-WAN, and Leased Line services.
• Good understanding of network protocols such as OSPF, BGP, and other IP networking technologies.
• ITIL v3 or ITIL 4 Foundation certification is preferred.
• Professional certifications such as CCNA or Lean Six Sigma will be an added advantage.
• Experience managing enterprise customers, service performance, and contractual SLA commitments.
• Strong analytical, problem-solving, and decision-making skills, with the ability to manage high-severity incidents in a fast-paced environment.
• Excellent stakeholder management, customer engagement, interpersonal, and communication skills with the ability to work effectively across multicultural teams.
• Strong planning, organisation, reporting, and presentation skills with excellent written and verbal communication in English. Additional language proficiency is an advantage.
• Self-motivated, customer-focused, and able to work independently while managing multiple priorities under pressure.