Service Manager

Job description

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”. As the Service Manager, you will excel in building lasting relationships across client organisations, serving as the primary point of contact for critical operational matters.

With a focus on continuous improvement and leveraging digital tools such as dashboards and ChatOps platforms, you will drive service quality improvements and enhance the customer experience. The Service Manager (SM) is responsible for delivering high-quality services and continuously improving the customer experience for key customers.

Make an impact by

Build and maintain strong service relationships across various levels within client organisations and act as the single point of contact for escalated operational matters. Manage complex, critical, and escalated incidents by coordinating fault management activities, providing regular updates, and ensuring timely resolution. Oversee the end-to-end planned maintenance lifecycle for customers' critical services, including strategic communications and updates.

Translate customer pain points and operational issues into actionable improvement plans for relevant stakeholders. Manage service performance in accordance with contractual Service Level Agreements (SLAs) and ensure service commitments are consistently achieved. Develop a clear understanding of project delivery organisation structures and escalation pathways. Drive continuous service improvement initiatives, co-creation opportunities, and cost optimisation by analysing utilisation against capacity.

Lead post-incident reviews for major incidents and identify key lessons learned. Utilise digital dashboards for data analysis and leverage collaboration platforms such as Microsoft Teams for effective communication. Conduct regular (weekly or monthly) service performance reviews, including: Review of previous meeting minutes Presentation of network availability and performance reports Recommendations for network enhancement initiatives Development of improvement plans for: Prolonged outages No Fault Found (NFF) cases Repeated faults Chronic issues Review and update existing improvement plans Skills for Success: Diploma or Degree in Computer Science, Engineering, or a related discipline.

Minimum 5 years of experience in a similar Service Management role with a proven track record in IT or Telecommunications service delivery. Network Protocols OSPF BGP Other routing protocols WAN Technologies Leased Line MPLS VPN Internet Services Metro Ethernet SD-WAN NFV Cloud Technologies Network Security Voice Technologies SIP SIP Trunking VoIP ISDN PSTN PBX Voice Gateway IVR Enterprise Voice Solutions Understanding of digital technologies, including Software-Defined Wide Area Networking (SD-WAN).

Experience using dashboards such as Power BI and Grafana for reporting and operational insights. Strong analytical and problem-solving skills with excellent attention to detail. Proven ability to manage complex, cross-functional, and multi-country/regional service environments. Strong stakeholder management and service management capabilities. Familiarity with the local language of the assigned region. ITIL V3 or ITIL V4 knowledge is advantageous.