Global Service Manager: Incident & SLA Champion

JOBLINE RESOURCES PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

JOBLINE RESOURCES PTE. LTD. is seeking an experienced Service Manager to own end-to-end service delivery for large client accounts.

You will drive incident management, maintenance lifecycle, and continuous improvement initiatives across multi-country environments. Key responsibilities include stakeholder engagement, SLA governance, and data-driven reporting using Power BI and Grafana. The role requires strong problem-solving, analytical skills, and deep ITIL knowledge in a fast-paced telecom or

Qualifications

• Diploma or degree in CS/engineering or related field.
• Minimum 5 years in a Service Management role in IT/Telecommunications.

Responsibilities

• Build and maintain strong service relationships with client organisations.
• Manage complex incidents with fault management and timely updates.
• Oversee end-to-end maintenance lifecycle for critical services.
• Translate pain points into actionable improvement plans.
• Manage service performance per SLAs and drive improvements.
• Understand project delivery structures and escalation paths.
• Lead post-incident reviews and determine key lessons learned.
• Use Power BI/Grafana dashboards for reporting and insights.
• Conduct weekly or monthly service performance reviews with stakeholders.

Skills

Analytical skills

Problem solving

Stakeholder management

Cross-functional coordination

Service management

Education

Diploma or Degree in Computer Science, Engineering, or related discipline

Tools

Power BI

Grafana

SD-WAN

ITIL

Job description

JOBLINE RESOURCES PTE. LTD. is seeking an experienced Service Manager to own end-to-end service delivery for large client accounts.

You will drive incident management, maintenance lifecycle, and continuous improvement initiatives across multi-country environments. Key responsibilities include stakeholder engagement, SLA governance, and data-driven reporting using Power BI and Grafana. The role requires strong problem-solving, analytical skills, and deep ITIL knowledge in a fast-paced telecom or