Service Manager (Kuala Lumpur, Malaysia)

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

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.

We are looking for a Service Manager to deliver an exceptional customer experience by managing service performance, strengthening customer relationships, and driving continuous service improvement. In this role, you will serve as the trusted advisor for enterprise customers, overseeing operational service delivery, managing critical incidents, and collaborating with cross-functional teams to ensure service excellence and long-term customer satisfaction.

Make an Impact by:

1. 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.

2. 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.

3. 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.