Enterprise Service Delivery Lead - Networking & ITIL

Singtel; Kuala Lumpur; On-site; Confidential; Full time

Benefits offered by this job

CCNA Certification

Experience in enterprise networking

Live in Kuala Lumpur

Job summary

Singtel KL (Sudong MY Sdn Bhd) is launching a Shared Services Centre in Kuala Lumpur and seeks a Service Delivery professional with 3+ years experience in service delivery, network operations, and enterprise support.

You will manage enterprise relationships, coordinate with resolver groups for critical incidents, and drive improvements in SLA performance and customer satisfaction across a dynamic environment.

Qualifications

• Diploma or degree in Computer Science, Engineering, Information Technology, Telecommunications.
• At least 3 years in service delivery, service management, network operations, or telecommunications operations.
• Strong understanding of networking concepts: WAN, OSPF, BGP, MPLS, VPN, Internet, Metro Ethernet, or SD-WAN.
• ITIL Foundation certification or equivalent knowledge.
• Excellent interpersonal and stakeholder management skills in a multicultural environment.

Responsibilities

• Build and maintain trusted relationships with enterprise customers, serving as the primary contact for escalated operational matters.
• Manage customer communications throughout the service lifecycle, ensuring timely updates and effective stakeholder engagement.
• Oversee resolution of complex, critical, and escalated service incidents by coordinating with technical resolver groups and ensuring timely restoration of services.
• Monitor service performance against SLAs and identify opportunities to enhance service quality.
• Lead regular service reviews, present metrics and improvement plans to customers and internal teams.

Skills

Customer relationships

Service delivery

Network operations

ITIL Foundation

Stakeholder management

Analytical skills

Communication skills

Education

Diploma/Degree in CS or Engineering or IT or Telecommunications

Tools

CCNA

Job description

Singtel KL (Sudong MY Sdn Bhd) is launching a Shared Services Centre in Kuala Lumpur and seeks a Service Delivery professional with 3+ years experience in service delivery, network operations, and enterprise support.

You will manage enterprise relationships, coordinate with resolver groups for critical incidents, and drive improvements in SLA performance and customer satisfaction across a dynamic environment.