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Service Quality Manager

Date: 23-May-2019

Location: Singapore, Singapore

Company: Singtel

Realise your full potential with Asia's leading communications group. While we take pride in our 140-year heritage, our philosophy is to always look forward and evolve. Today, we are a leader in cutting-edge ICT innovation and digital advances, powered by a vast network of offices in countries and territories across Asia Pacific, the Middle East, Europe and the USA. Come be a part of our dynamic organisation as we create the infocomms landscape of the future.

 

 

The Service Quality Manager (SQM) will work together with a team of motivated, knowledgeable, and passionate IT Infrastructure management team, also, working closely with all the IT Application domains within Group IT.  SQM is responsible for improving the overall Infrastructure service performance by making sure all the processes are in place and working well for the organization by staying vigilant. It’s an opportunity for someone who is willing to learn end to end Infrastructure management and IT service delivery!

 

Responsibilities:

 

  • Operations Management – included vendor management.
    • Primarily responsible for end to end service delivery from the outsourced vendor to make sure business objectives are met on a daily basis. 
    • Participate in 24/7 on-call rotation support during major incident.
    • Strong analytic and decision making abilities during service outage.
    • Work under pressure and fast-paced environment to resolve issues quickly and within SLA and ensure systems are up-to-date
    • Provide professional, timely, efficient and effective technical expertise while working with peers and provide reporting to top management.
    • Ensuring availability and performance of the Core Infra systems that support the application system, which included Servers, Storage, Databases, Middleware, Network, and DC Hosting.
    • Participate actively in weekly service review calls and make sure all Service Improvement plans are delivered on time

       

  • Contract Management
    • SQM is responsible for make sure vendors are delivering as per the underlying contractual terms.
    • Manage and renew the support contracts when they are due for their renewals.

       

  • Operations Triggered Project Management
    • SQM able to lead all the Infra Ops related projects.
    • Prepare RFP to invite vendors and award new contracts to vendors based on the need.
    • Track the project progress and help the vendors by clearing the blocker action items.

 

  • ITIL Processes : Service Management
    • Participate in weekly CAB meeting to make sure all the changes which impacting Infrastructure are properly evaluated from Risk management perspective
    • Track Problem Tickets closely to make sure vendors closing RCA and PCA’s on time
    • Incidents and Service Requests SLA management
    • Major Incident Management

 

  • Security Management
    • Make sure security patches is applying to all systems timely
    • Make sure all the systems are covered with antivirus up to date
    • Be alert on any new vulnerabilities and work with delivery team to roll out the fix ASAP

 

  • People Management – Internal & External.
    • May not have direct people reporting but you will be managing onsite Tech leads and other 3rd party vendors.
    • Encourage Onsite staff by recognition whenever they go for extra mile while delivering services.

 

 

The Ideal Candidate

 

  • Candidate must possess at least a Degree in Computer Science / Information Technology / Engineering or equivalent, preferably with Master’s Degree or PMP.
  • Be ITILs Certified.
  • 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.
  • With Outsourcing Contract Management Experience
  • Managing outsourced vendor with practising ITILs framework.
  • Professional skills requirement: System Management, Database Management, Network Management, Vendor management, Security Management
  • Possess one or more of the following technical certification: MCSE / RHCE/ VCP/ ITIL/ PMP, CCNA, OCE
  • Should have excellent interpersonal skills, independent and result oriented.
  • Problem solving and root cause identification skills. Strong analytic and decision making abilities.
  • Strong communication skills and able to articulate well.
  • Able to represent GIO to drive major incident with other supporting IT groups for resolution.
  • Effective communicator at all levels of the organization and outside with customers or third parties.
  • Actively contribute on service improvement plan and map support processes with ITIL framework.
  • Telecom Infra support experience

 

Let’s shape a better world through technology. Join us to lead the change.

Note to Recruitment Agencies

In sourcing for candidates for particular roles, the Singtel Group works only with a panel of selected recruitment agencies expressly engaged under written agreements. Even then, these agencies are only activated from time to time for specific recruitment exercises for particular roles under instructions expressly issued by a member of the Singtel Talent Acquisition team.

Except under such circumstances, no agency shall source or attempt to source any candidates for the Singtel Group. The Singtel Group will not pay nor be obliged or liable to pay any recruitment fees of any kind whatsoever to any agency where candidate CVs are submitted to the Singtel Group by such agency on an unsolicited or speculative basis.

The Singtel Group reserves all rights to directly contact any candidate to which such CVs relate without any obligation or liability whatsoever to the agency concerned (including without limitation any obligation or liability to pay any recruitment fees of any kind).

 

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