(Senior) Service Management Officer

Corporate Travel Management (CTM) Group; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Corporate Travel Management (CTM) Group in Singapore seeks an IT Service Management professional to lead the customer service lifecycle, delivering high-quality support before, during, and after customer needs are met. You will coach and mentor service desk staff and coordinate with MSPs to ensure reliable IT services across the region.

The role emphasizes ITIL-aligned processes, incident and problem management, knowledge base governance, and performance metrics to improve customer satisfaction

Qualifications

• Strong customer service mindset with ability to communicate technical concepts to non-technical users.
• Proficiency in ITIL-based service management and incident handling.
• Experience mentoring service desk staff and coordinating with MSPs/vendors.
• Excellent communication skills, both written and verbal, across stakeholders.
• Ability to manage multiple priorities and work under pressure.
• Familiarity with service desk tools and IT infrastructure concepts.

Responsibilities

• Oversee end-to-end service desk operations and ensure timely issue resolution within SLAs.
• Lead incident and problem management activities with root-cause analysis.
• Collaborate with MSPs/vendors and security teams for incident response and remediation.
• Drive knowledge management and maintain up-to-date documentation in knowledge bases.
• Monitor metrics, generate reports, and implement service improvements.
• Provide coaching and onboarding support to service desk staff and MSPs.

Skills

Customer service

ITIL best practices

Team mentoring

Effective communication

Problem solving

Multi-priority management

Education

Bachelor's degree in IT/CS or related field

Job description

At CTM, the security of our employees and candidates is a priority. We will contact candidates with official CTM channels: email addresses with the domain '@travelctm.com'.

About the Role:

The purpose of the role is to manage the customer service lifecycle and provide professional, timely, helpful, high quality and consistent customer service both technical and non-technical before, during and after the customer's needs are met. They provide practical hands‑on Coaching and Mentoring. They support infrastructure, service desk staff, processes and data to ensure the effective and efficient use of technology and deliver high-quality IT services that meet the needs of the region and its users. They ensure that IT service delivery is consistent, reliable, and aligned with best practices ITIL.

Knowledge, Skills and Experiences:

Customer Service Management:

• Manage the customer service lifecycle, ensuring high-quality service at all stages.
• Support both technical and non-technical customer inquiries and issues.
• Ensure the team's timely resolution of customer issues, maintaining high levels of customer satisfaction.

Customer Service and Communication:

• Communicate complex technical issues to non-technical users in a clear and concise manner.
• Act as the primary interface between the service desk and stakeholders.
• Provide regular updates to users on ticket status and resolution timelines.
• Monitor user satisfaction, ensuring the team provides excellent customer service.

Mentoring and Coaching:

• Serve as a point of contact for service desk analysts, providing guidance and mentoring.
• Assist with onboarding, training, and upskilling service desk and managed service provider staff.
• Delegate tasks effectively and provide performance feedback to team members when required.

Technical Support and Troubleshooting:

• Manage escalated service requests and incidents, ensuring timely resolution.
• Collaborate with managed service provider(s) and vendors to resolve issues where necessary.
• Partner with Security on incident response and compliance in the service management space.

IT Infrastructure Management:

• Align regional IT infrastructure with global standards and CTM business objectives.
• Oversee the maintenance and upgrade of cloud, IT systems, networks, and infrastructure.
• Ensure the security standards for IT systems and data is adhered to.

Incident and Problem Management:

• Monitor, assign and respond to service desk tickets promptly, ensuring SLA compliance.
• Lead root cause analysis efforts for recurring incidents and recommend permanent solutions.
• Create, manage, and update problem records, escalating persistent or high-priority issues appropriately.
• Identify patterns in incidents and work on proactive measures to reduce service disruptions.
• Collaborate with other IT teams for incident management, root cause analysis, and long-term solutions to recurring issues.

Service Desk Operations:

• Oversee day‑to‑day service desk operations to ensure timely and effective resolution of technical issues.
• Close the process gaps, manage escalations and communicate effectively with stakeholders on high‑priority or complex issues.
• Prioritize and assign tasks to team members ensuring that service requests and incidents are addressed within agreed service level agreements.

Service Desk Process Improvement:

• Analyse service desk metrics to identify areas for process improvements and efficiency gains.
• Provide recommendations on improving IT service delivery and customer experience.
• Contribute to developing best practices, operating procedures, and standards across the service desk.
• Participate in service improvement projects to meet organisational goals.

Knowledge Management:

• Develop and maintain accurate and up-to-date documentation of procedures, solutions, and configurations in the knowledge base system.
• Document troubleshooting procedures, known issues, and best practices for the team.
• Promote the use of self‑service portals and knowledge base tools to end‑users.
• Oversee the creation and maintenance of a knowledge base for frequently asked questions and solutions.
• Ensure team members document resolutions and contribute to the knowledge base.

Reporting and Metrics:

• Generate and analyse service desk performance reports, identifying trends and areas of improvement.
• Ensure compliance with SLA.
• Provide regular status reports on open incidents, tickets, and key performance metrics.
• Building and maintaining strong relationships with vendors to foster collaboration and resolve issues.
• Ensuring that vendors comply with our SOP and procedures.
• Regularly assessing vendor performance through metrics such as delivery times, service quality, and customer service.

Skills:

• Excellent customer service and interpersonal skills.
• Strong teamwork and collaboration skills.
• Proficient in ITIL best practices.
• Strong problem‑solving and analytical skills.
• Effective communication skills, both written and verbal.
• Ability to manage multiple priorities and work under pressure.
• Technical proficiency in relevant IT infrastructure and service desk tools.

Experience:

• Experience in IT service analysts or a similar role.
• Experience with ITIL or similar IT service management frameworks.
• Demonstrated ability to work as part of a team of IT professionals.
• Experience in vendor management and negotiation.

Knowledge:

• In‑depth understanding of ITIL best practices and frameworks.
• Knowledge of IT infrastructure, including networks, servers, and security.
• Understanding of customer service principles and practices.
• Familiarity with service desk software's and tools.

Qualifications:

• Bachelor's degree in information technology, Computer Science, a related field or relevant industry experience.