IT Service Manager

Singapore Telecommunications; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading telecommunications provider in Singapore is looking for a professional to manage customer experiences and service delivery excellence. This role involves overseeing fault management for critical incidents, maintaining service levels, and enhancing customer satisfaction through continuous improvement. The ideal candidate should possess 2-3 years of experience in the telecommunications industry along with relevant certifications like ITIL and CCNA.

Qualifications

• 2-3 years in the Operational and/or Service Delivery field.
• Experience with OSPF, BGP, and other Network Protocols.
• Understanding of WAN technologies including MPLS and SD WAN.

Responsibilities

• Build strong service relationships with clients.
• Manage performance of services against contracts.
• Conduct monthly network performance reviews.
• Oversee fault management for critical incidents.
• Implement service improvement plans for customer satisfaction.

Skills

Telecommunications industry experience

Knowledge in Network Protocol and Networking WAN technologies

ITIL v3 Foundations certification

CCNA certification

Lean Six Sigma

Job description

Customer experience

• To build services relationships with clients.
• Single point of contact (SPOC) on Operations matters.
• Customer experience - Oversee day-to-day fault management for Critical / Escalated incident. 24x7 on escalation call.
• Take ownership in handling and managing fault outages.
• Provide regular updates and ensure timely fault resolution for Critical or Escalated incident.
• Investigate outages and prepare RFO with recommendations on corrective and improvement action plans.
• Overseeing the entire planned maintenance cycle for customer’s critical services.
• Develop customized processes and support to meet customer’s special needs.

Service Level

• To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
• Conduct monthly network performance review that basically covers the following:
• Previous meeting minutes.
• Present monthly network availability report.
• Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
• Update or review any improvement plan.
• Recommend network enhancement initiatives.

Service Improvement

• Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.

Skills for Success:

• 2-3 Years - Telecommunications industry in the Operational and/or Service Delivery field.
• Knowledge in Network Protocol and Networking WAN technologies.

• Network Protocol: OSPF, BGP, etc.
• WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security, etc.

• ITIL v3 Foundations certification.
• CCNA and Lean Six Sigma is an added advantage.
• Experience in corporate telecommunications and networking are added advantage.
• Service management experience preferred.