Enterprise Service Manager: Customer Delivery

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

Job summary

Singtel KL (Sudong MY Sdn Bhd) is launching a Shared Services Centre in Kuala Lumpur and seeks a Service Manager to oversee enterprise service delivery and ongoing improvements. You will act as the trusted adviser, manage incidents, and coordinate with cross-functional teams to ensure high-value customer outcomes.

Ideal candidates bring a technical background, 3+ years in service delivery, ITIL knowledge, and strong communication, planning and stakeholder management skills for a multicultural

Qualifications

• Diploma or degree in a technical field such as CS, Engineering, IT or Telecommunications.
• 3+ years in service delivery, service management, network operations, or telecommunications operations.
• Strong understanding of networking concepts including WAN technologies, routing protocols, MPLS, VPN, Internet, Metro Ethernet or SD-WAN.
• ITIL Foundation certification or equivalent service management knowledge.

Responsibilities

• Build and maintain trusted relationships with enterprise customers, serving as the primary point of contact for escalated operational matters.
• Manage service delivery by coordinating with cross-functional teams to ensure timely restoration of services and adherence to SLAs.
• Oversee maintenance activities for critical services and monitor performance against contractual SLAs.
• Lead service reviews and present performance metrics, reports, and improvement plans to customers and internal stakeholders.
• Drive continuous improvement initiatives to enhance network performance and customer satisfaction.

Skills

Customer relationship management

Stakeholder management

Analytical skills

Problem solving

Presentation skills

Planning & organisation

Independent working

Multi-priority management

Networking concepts

ITIL knowledge

Education

Diploma or Degree in Computer Science, Engineering, IT, Telecommunications

Job description

Singtel KL (Sudong MY Sdn Bhd) is launching a Shared Services Centre in Kuala Lumpur and seeks a Service Manager to oversee enterprise service delivery and ongoing improvements. You will act as the trusted adviser, manage incidents, and coordinate with cross-functional teams to ensure high-value customer outcomes.

Ideal candidates bring a technical background, 3+ years in service delivery, ITIL knowledge, and strong communication, planning and stakeholder management skills for a multicultural