Service Manager

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

Be a part of something BIG!

Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)! Singtel is Asia's leading communications technology group, with a presence across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

Make An Impact By

• Customer Service & Relationship Management
• Build and maintain trusted relationships with enterprise customers, serving as the primary point of contact for escalated operational matters.
• Manage customer communications throughout the service lifecycle, ensuring timely updates and effective stakeholder engagement.
• Establish clear escalation pathways with customers and internal teams to facilitate efficient issue resolution.
• Foster strong partnerships with internal stakeholders to deliver a seamless customer experience.
• Service Delivery & Operational Excellence
• Manage the resolution of complex, critical, and escalated service incidents by coordinating with technical resolver groups and ensuring timely restoration of services.
• Oversee planned maintenance activities for customers' critical services while minimising business impact.
• Monitor service performance against contractual service level agreements (SLAs) and identify opportunities to enhance service quality.
• Support post-incident reviews by validating root cause analyses (RCAs), identifying lessons learned, and driving preventive actions.
• Ensure service delivery aligns with organisational standards and customer expectations.
• Continuous Improvement & Performance Management
• Translate customer feedback and operational challenges into actionable improvement initiatives.
• Lead regular service and network performance reviews with customers, presenting service metrics, availability reports, and performance insights.
• Recommend service enhancements and develop improvement plans to address recurring issues, prolonged outages, and operational risks.
• Drive continuous improvement initiatives that enhance network performance, operational efficiency, and overall customer satisfaction.
• Prepare and present service reports, operational updates, and recommendations to internal and customer stakeholders.

Skills For Success

• Diploma or Degree in Computer Science, Engineering, Information Technology, Telecommunications, or a related discipline.
• At least 3 years of experience in service delivery, service management, network operations, or telecommunications operations.
• Good understanding of networking concepts, including WAN technologies, routing protocols (e.g. OSPF, BGP), MPLS, VPN, Internet, Metro Ethernet, or SD-WAN.
• ITIL Foundation (v3 or v4) certification or equivalent service management knowledge.
• Strong customer relationship management skills with a passion for delivering exceptional customer service.
• Excellent interpersonal, communication, and stakeholder management skills in a multicultural environment.
• Strong analytical, planning, organisational, and problem-solving skills.
• Self-motivated and able to work independently while effectively managing multiple priorities in a dynamic environment.
• Strong report writing and presentation skills.

It’ll Be Great If You Also Have

• Professional certifications such as CCNA or Lean Six Sigma.
• Experience in corporate telecommunications, enterprise networking, or managed network services.
• Hands-on experience in service management within an enterprise or telecommunications environment.
• Experience conducting service reviews, analysing service performance metrics, and driving operational improvement initiatives.
• Ability to communicate in multiple languages to support a diverse customer base.