Service Manager

At Singtel, 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. 

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 Service Manager (SM) has to deliver quality and improve the customer experience for our VVIP customers. The duties and responsibilities for the SM includes:

• To build service relationships with VVIP customers.
• Single point of contact for escalated operations matters.
• Oversee day-to-day fault management for Critical or Escalated incident.
• Provide regular updates and ensure timely fault resolution for Critical or Escalated incident.
• Overseeing the entire planned maintenance cycle for customer’s critical services.
• To manage the performance of services to customers as agreed in the contract and ensure that the service levels are achieved.
• Conduct monthly network performance review that basically covers the following:

• Previous meeting minutes
• Present monthly network availability report
• Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
• Update or review any improvement plan

The Ideal candidate should possess:

• Degree in Computer Science, Information Technology, Information System, Info[1]communications, Engineering, Science or its equivalent.
• Five (5) or more years of Service Management experience in an IT Service Management capacity.
• ITIL Service Delivery Certification is essential.
• Strong verbal, written and presentation communication skills.
• Good customer management skill.
• Good team player with experience in coordination with cross-functional teams.
• Knowledge of problem solving skills.