Service Quality 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.

Be a part of something BIG!

Service Quality Manager will be collaborating with a team of motivated, knowledgeable, and passionate IT Infrastructure management, Operation SME and Design & Build team, also, working closely with all the IT Application domains within Singtel. SQM is responsible for improving the overall Infrastructure service performance and governance the service by making sure all the processes are in place and team adhere to the process to support the day-to-day operations and manage key stakeholders. This is an opportunity for someone who is passionate and delivering new technology services for the IT Infrastructure

Make an Impact by:

Service Delivery Planning:

• Develop and implement service delivery plans in alignment with organizational goals and client/customer expectations.

• Collaborate with stakeholders to define service level agreements (SLAs) and key performance indicators (KPIs).

Client/Customer Relationship Management:

• Regularly engage with stakeholders to understand their needs and expectations.

• Build and maintain strong relationships with stakeholders to understand their needs, expectations, and concerns.

• Act as a primary point of contact for stakeholders, addressing inquiries and ensuring a positive customer experience.

Service Level Management:

• Monitor and manage service levels to ensure that agreed-upon SLAs and KPIs are consistently met.

• Implement processes for continuous improvement based on performance metrics.

• Ensuring availability and performance of the infrastructure systems that support the business application system, which included Servers, Storage, Databases, Middleware, Network, DC Hosting and Cloud & Container.

Incident and Problem Management:

• To drive incident in accordance to incident matrix on 24/7 on-call rotation support.

• Oversee the resolution of incidents and problems, working closely with technical teams to ensure timely and effective responses.

• Strong analytic and decision-making abilities during service outage.

• Work under pressure and fast-paced environment to resolve issues quickly within SLA and ensure systems are available to support the business objectives.

• Proven working technical experience to provide the timely and effective coordination while working with peers and provide reporting to top management.

• Implement preventive measures to reduce the occurrence of incidents. Track Problem Tickets closely to make sure issue is not repeated and vendor is closing RCA and PCA’s on time.

Change Management:

• Coordinate changes to services, ensuring that they are planned, communicated, and executed in a way that minimizes disruption to clients or customers.

• Collaborate with change management teams to implement improvements. Participate in weekly Group Release and IT CAB meeting to make sure all the changes which is impacting Infrastructure are properly evaluated from Risk management perspective.

Service Reporting and Communication:

• Generate regular reports on security, service performance, including SLA adherence and KPI metrics.

• Communicate service-related updates, changes, and improvements to clients, stakeholders, and internal teams.

Service Transition:

• Facilitate the smooth transition of new services or changes into the operational environment.

• Ensure that clients are adequately informed and prepared for changes in service delivery.

Vendor and Supplier Management:

• Manage relationships with external vendors and suppliers involved in service delivery.

• Ensure that third-party services meet quality standards and contractual obligations.

Financial Management:

• Oversee the financial aspects of service quality, including budget management and cost control.

• Ensure that service delivery remains cost-effective and aligns with budgetary constraints.

Continuous Improvement:

• Identify opportunities for process improvements and efficiencies in service delivery.

• Collaborate with internal teams to enhance overall service quality and operational efficiency.

• Work collaboratively with other teams to enhance overall service quality.

Team Collaboration:

• Collaborate with internal teams, including support, operations, and project management, to ensure a cohesive and coordinated approach to service delivery.

• Provide leadership and support to service delivery teams.

• Participate actively in daily stand-up, weekly service .and security review meeting to make sure all Service Improvement plans, and security related tracks are delivered on time.

• Participate in BCP and DR exercise as planned and agreed.

• Participate in major release and business events

Service Quality Assurance:

• Establish and enforce quality assurance processes to ensure that services consistently meet or exceed customer expectations.

• Conduct regular audits and assessments to monitor service quality.

Risk Management:

• Identify and assess risks related to service delivery and develop strategies for risk mitigation.

• Ensure compliance with relevant regulations and standards.

Audit management

• Participate in external & internal audit to support the audit team to achieve the target with zero findings

• Audit mindset on day-to-day operation to make sure the team follow and adhered to the defined processes

Security Management

• To ensure security patches are applied to all the infrastructure systems timely with risk-based approach.

• To ensure all the systems are covered with antivirus, firmware is up to date and reviewed with vendor on weekly basis to manage the Infra services from security threat

• Be aware on any new vulnerabilities and work with delivery team to roll out the patch

• To ensure the alerts from Monitoring tools is properly managed especially security related monitoring. Example: IPS, Firewall, Server and database

Skills for Success:

•       Candidate must possess at least a Diploma in Computer Science / Information Technology / Engineering or equivalent

•       ITILs Certified.

Experience:

•       Minimum 10+ years of relevant experience in Infrastructure Management Services which includes Managing System, storage, Database, Middleware and Network components. 

•       Minimum 5+ years of relevant Experience in Infrastructure Management, Service Management, Vendor Management and Contract Management

Technical Skills:

• System Management
• Database Management
• Network Management
• Vendor management
• Security Management
• ITIL / IT Service Management

Rewards that Go Beyond:

Full suite of health and wellness benefits

Ongoing training and development programs

Internal mobility opportunities

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.