IT Service Manager

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

In Singtel Group, we strongly believe that our employees are our most valuable assets and are committed to creating a culture that supports your professional growth. By exploring new job opportunities within the company, you can expand your skill sets, gain exposure to different areas of the business, and build a diverse and fulfilling career.

If you are keen to explore this position or would like to refer a friend, please apply with an updated resume attached. Should you have any questions or concerns, please do not hesitate to reach out to the Talent Acquisition Manager in charge.

Customer experience

• To build services relationships with clients.
• Single point of contact (SPOC) on Operations matters.
• Oversee day-to-day fault management for Critical / Escalated incident. 24x7 on escalation call.
• Take ownership in handling and managing fault outages.
• Provide regular updates and ensure timely fault resolution for Critical or Escalated incident.
• Investigate outages and prepare RFO with recommendations on corrective and improvement action plans.
• Overseeing the entire planned maintenance cycle for customer’s critical services.
• Develop customized processes and support to meet customer’s special needs.

Service Level

• To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
• Conduct monthly network performance review that basically covers the following:

1. Previous meeting minutes.
2. Present monthly network availability report.
3. Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
4. Update or review any improvement plan.
5. Recommend network enhancement initiatives.

Service Improvement

• Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.

Skills for Success:

• Diploma / Degree in Computer Science / Engineering or equivalent
• 2 – 3 years of experience in the Operational and/or Service Delivery field.
• Working Knowledge in Network Protocol and Networking WAN technologies.
• ITIL v3 /CCNA /Lean Six Sigma certification is an added advantage.
• Experience in customer service environment