Senior Service Manager - IT & Telecom Operations

jobline resources pte. ltd.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

jobline resources pte. ltd. seeks an experienced IT Service Manager to manage client relationships, coordinate incident resolution, and oversee maintenance for critical services.

You will translate issues into improvement plans and drive service performance across multi-country environments. The role requires 5+ years in service management, strong network, WAN, and VoIP knowledge, plus proficiency with Power BI and Grafana for reporting.

Qualifications

• Diploma or Degree in Computer Science, Engineering, or related discipline.
• Minimum 5 years of experience in a similar Service Management role with IT/Telecom service delivery.
• Experience with network protocols (OSPF, BGP) and WAN technologies (MPLS, VPN, SD-WAN).
• Familiarity with VoIP technologies and enterprise voice solutions.

Responsibilities

• Maintain strong service relationships with client organisations and act as single escalation contact.
• Coordinate fault management and provide regular incident updates for timely resolution.
• Oversee end-to-end maintenance lifecycle for critical services with strategic communications.
• Translate pain points into actionable improvement plans for stakeholders.
• Manage service performance per SLAs and ensure commitments are met.
• Lead post-incident reviews and extract key lessons learned.
• Utilise dashboards (Power BI, Grafana) for reporting and regular performance reviews.

Skills

Network protocols

WAN technologies

Voice technologies

SD-WAN

Power BI

Grafana

Stakeholder management

Analytical thinking

Education

Bachelor's/Degree in CS/Engineering

Tools

Power BI

Grafana

Job description

jobline resources pte. ltd. seeks an experienced IT Service Manager to manage client relationships, coordinate incident resolution, and oversee maintenance for critical services.

You will translate issues into improvement plans and drive service performance across multi-country environments. The role requires 5+ years in service management, strong network, WAN, and VoIP knowledge, plus proficiency with Power BI and Grafana for reporting.