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Service Manager

Date: 23-Jun-2019

Location: Singapore, Singapore

Company: Singtel

The position is to lead and drive end-to-end (E2E) service agenda to ensure effective service availability for Digital Technology in a 24/7 x 365 production environment. Being a single point of contact (SPOC) for all service related matters impacting DT operations from process & system standpoint. Drive vendor/partner performance for optimum service within context of MSA/OSA.

 

Responsibilities:

  • Ensure service availability standards meet KPI targets
  • Produce SLA reports on monthly or when required for management review
  • Review the SLA performance with vendor and management on stipulated time-frame
  • Produce Service Improvement Plans (SIP) for SLA failures or process improvements
  • Performs yearly review and adjust the SLM baseline based on MSA/OSA with vendors and partners
  • Ensure/overview audit readiness services delivery
  • Lead and manage DT services to ensure timely resolution of front-line queries.
  • Drive incident investigation and analyze trends to develop actions for clear reduction in operations related concerns
  • Understand the dependencies for upstream/downstream partners for DT domain
  • Pro-actively identify areas of improvement in operations, collaborate with different domain functional teams to define & execute clear focus areas of improvement in operational processes
  • Define & implement standard process roll out model for operations to ensure end to end impact is thoroughly managed.
  • Build partnership with various domains to implement changes for improved process outputs
  • ITSM practitioner with strict ITSM mindset on change, incident, problem methodologies
  • Senior management stakeholder communications are occasionally required

 

The Ideal Candidate:

  • Degree in Computer Science / Information Technology / Engineering or higher
  • At least 5 years of experience in leading/managing operational teams
  • At least 8 years of experience in managing IT services
  • Technical/ Professional skills:
    • Application Service Management
    • Agile methodology
    • DevOps
    • AWS
    • Applied Business Transaction Management
    • ITIL certified or strong ITSM background with ability to understand and follow through all ITSM best practices
  • Stakeholder management with excellent verbal and written communication skills for all levels of management and staffs
  • Ability to balance multiple demands and work both independently and as part of a team

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