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Senior Service Quality Specialist, IT Workplace (129973)

Date: 19-Sep-2021

Location: Singapore, Singapore

Company: Singtel Group


Singtel, Asia’s leading communications technology group, provides an extensive range of telecommunications and digital services to millions of consumers and businesses across Asia, Australia, Africa and the USA. With over 140 years of innovation behind us, we continue to push boundaries in our networks and services, to enrich lives and transform businesses.


Our core values – Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence – shape the way we work. We are passionate about making a difference and have an open and inclusive culture where everyone is empowered to do their best. Our diverse business means you will enjoy unique opportunities and rewarding experiences to learn and grow your career in a dynamic industry.


Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020


The Senior SQM Specialist will work together with a team of motivated and knowledgeable individuals across IT Workplace Management and Operations, End-User Support & Delivery, Transformation & Engineering. Collaborating with all the IT Application and Infrastructure domains within Singtel, this role is responsible for improving the overall IT Workplace service performance, governance the service by making sure all the processes are in place, and all teams adhere to the process to support the daily operations and manage key stakeholders.


Key responsibilities

  • Operations Management.
    • Primarily responsible for end to end operation and service delivery from the outsourced vendor and other IT domain vendors to make sure business objectives are met on a daily basis. 
    • Driving potential major and major incident on 24/7 on-call rotation support.
    • 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 business objectives.
    • Proven working technical experience to provide the timely and effective coordination while working with peers and provide reporting to top management.
    • Ensuring availability and performance of the IT Workplace systems that support the business application system, which include Identity & Directory services, Physical and Virtual Desktops, Messaging and Collaboration services, etc.
    • Participate actively in weekly service and security review meeting to make sure all Service Improvement plans, and security related tracks are delivered on time.
    • Manage key vendor relationships, including contract & financial negotiations, technology, operation requirements and ongoing SLA & KPI delivery. Participate in BCP and DR exercise as planned and agreed.


  • Operations Triggered Project Management
    • To lead and drive the continual service improvement plans and other related projects.
    • Initiates and manages workplace (desktops, laptops) lifecycle to ensure up to date.


  • ITIL Processes: Service Management
    • Coordinates all problems, incident and change management initiatives based on ITIL best practices.
    • Participate in weekly Group IT CAB meeting to make sure all the changes which is impacting IT Workplace are properly evaluated from Risk management perspective.
    • Drive major Incident Management resolution to meet within the agreed SLA.
    • Track Problem Tickets closely to make sure issue is not repeated and vendor is closing RCA and PCA’s on time.


  • Security Management
    • Make sure security patches are applied to all the IT Workplace systems timely with risk-based approach.
    • Make sure all the systems are covered with antivirus, firmware is up to date and reviewed with vendor on weekly basis to manage IT Workplace services from security threat
    • Be alert on any new vulnerabilities and work with delivery team to roll out the patch


  • Audit management
    • Participate in yearly 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.


The ideal candidate should possess

  • Candidate must possess at least a Diploma in Computer Science / Information Technology / Engineering or equivalent
  • ITILs Certified.
  • Minimum 8+ years of relevant experience in IT Workplace Management Services which includes Incident and Problem Management, IT Care/Helpdesk, and Identity and User Access Management. 
  • Minimum 5+ years of relevant Experience in Workplace Management, IT Service Management, Vendor Management and Contract Management.
  • Outsourcing Contract Management Experience
  • Experience in IT Service Management


We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.