Service Manager

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

Customer experience

• To build services relationships with clients.
• Single point of contact (SPOC) on Operations matters.
• Customer experience      - 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.
• 6Investigate 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:
• 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.
• Recommend network enhancement initiatives.
• 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.
• 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:

• 2-3 Years - Telecommunications industry in the Operational and/or Service Delivery field.
• Knowledge in Network Protocol and Networking WAN technologies.

1. (e.g.: Network Protocol: OSPF, BGP, etc).
2. (e.g.: WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc).

• ITIL v3 Foundations certification.

• CCNA and Lean Six Sigma is an added advantage.
• Experience in corporate telecommunications and networking are added advantage.
• Service management experience preferred.