Service Level Manager – Public Sector & Enterprise Accounts

Toku Pte Ltd; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Training and development

Discretionary yearly bonus

Salary review

Healthcare coverage

Paid annual leave

Job summary

Toku Pte Ltd is seeking a Service Delivery professional to ensure smooth BAU operations, governance, and quality of service for a strategic Singapore government account. You will coordinate service management activities, monitor SLAs, and drive improvements across technical teams while maintaining clear reporting and documentation.

You will liaise with client stakeholders and internal teams, conduct weekly onsite meetings, and ensure audit-ready processes and compliance.

Qualifications

• Experience with government service delivery or regulated environments with audit/documentation requirements.
• Hands-on ITIL practices in SLA-driven environments.
• Technical foundation supporting cloud/enterprise software and engaging technical teams.

Responsibilities

• Serve as primary account and SLA lead for Singapore government account.
• Oversee incident, problem, change, and release management across multiple teams.
• Monitor service metrics, produce monthly/ad-hoc reports for stakeholders.
• Lead incident reporting and support contractual matters including service credits.

Skills

Stakeholder engagement

ITIL exposure

Contractual docs

Orchestration

Analytical mindset

Service governance

Audit readiness

Documentation

Communication

Job description

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.

This role is focused on ensuring the smooth day-to-day operation, governance, and quality of service delivery for a strategic Singapore government account. You will be responsible for coordinating BAU service management activities, monitoring service performance against agreed SLAs, tracking operational issues to resolution, and ensuring timely follow-up on client requests and commitments.

Acting as the key operational liaison between client stakeholders and internal delivery teams, you will oversee service reviews, maintain accurate documentation, support audit and governance requirements, and provide clear, concise reporting on service performance and improvement initiatives. You will play a critical role in driving service consistency, identifying areas for improvement, and ensuring that all deliverables meet the expected quality standards.

What you will be doing

• Client and Contract management: Act as the primary account and service level lead for assigned accounts (including a complex government account), owning SLA governance, contractual obligations, and overall service performance.

• Ticket and Escalation Governance: Oversee incident, problem, change, and release management across infrastructure, network, database, security, engineering, QA, and services teams to ensure timely, coordinated resolution.

• SLA Monitoring and Reporting: Track, analyse, and report service metrics; produce structured monthly and ad-hoc reports for client and internal stakeholders.

• Incident and LD Documentation: Lead structured incident reporting and contribute to the documentation and defence of contractual matters, including service credits or liquidated damages discussions.

• Cross-Functional Orchestration: Align multiple technical teams to contractual timelines and deliverables, driving accountability without direct authority.

• Service Improvement: Identify governance or process gaps, conduct trend analysis, and implement corrective and preventative actions to strengthen service stability and compliance.

• Technical Interface: Maintain sufficient understanding of cloud and enterprise software environments to interpret technical investigations and communicate impact clearly to non-technical stakeholders.

• Stakeholder Engagement: Conduct regular onsite client meetings (approximately weekly) and maintain strong working relationships to ensure transparency and trust.

• Documentation and Compliance: Maintain accurate Service Management Plans and ensure audit-ready documentation across all service processes.

We’d love to hear from you if you have

• Government Service Experience (preferred but not mandatory): Experience managing service delivery or service levels for Singapore government contracts or similarly regulated environments with strong audit and documentation requirements.

• ITIL exposure: Experience with hands-on application of Incident, Problem, Change, and Release Management practices in structured, SLA-driven environments.

• Technical Foundation: Practical experience supporting technical cloud or enterprise software solutions, with a high level understanding sufficient to engage technical teams and interpret root cause analyses.

• Service Governance Expertise: Proven experience owning SLA performance, contractual compliance, and formal client reporting.

• Orchestration Capability: Demonstrated ability to coordinate teams without direct reporting lines to meet contractual deadlines.

• Contractual and Documentation Strength: Strong written communication skills with experience producing formal incident reports and managing service credit or liquidated damages discussions.

• Analytical and Improvement Mindset: Ability to identify root causes, close governance gaps, and proactively enhance service processes beyond routine operations.

• Contact Centre or CX Solutions Exposure: Familiarity with Contact Centre or customer engagement solutions is advantageous, but not required

• Location: This role is to be based in Singapore, and operate on a hybrid basis, working remotely with on-site visits

What would you get?

• Training and Development

• Discretionary Yearly Bonus & Salary Review

• Healthcare Coverage based on location

• 20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances

Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.