Service Manager

Singtel Group; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Singtel Group is seeking a Service Manager to deliver high-quality IT/telecom services and drive continuous improvements. You will act as the primary contact for key customers, manage escalations, and coordinate maintenance and incident response across regions.

The role emphasizes dashboards, data-driven decisions, and cross-functional collaboration. Applicants should have a Diploma or Degree in CS/Engineering and at least 5 years in a similar service management role, with strong stakeholder and

Qualifications

• Diploma or degree in CS/engineering or related field.
• Minimum 5 years in a similar service management role with IT/telecom delivery.

Responsibilities

• Build and maintain strong service relationships with client organisations.
• Coordinate fault management and incident escalation with timely updates.
• Oversee end-to-end maintenance lifecycle for critical services and communications.
• Drive continuous service improvement and cost optimisation by analysing capacity.
• Lead post-incident reviews and identify lessons learned.

Skills

Stakeholder management

Service management

ITIL knowledge

Analytical thinking

Education

Diploma or Degree in Computer Science, Engineering

Tools

Power BI

Grafana

Microsoft Teams

Job description

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An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

As the Service Manager, you will excel in building lasting relationships across client organisations, serving as the primary point of contact for critical operational matters. With a focus on continuous improvement and leveraging digital tools such as dashboards and ChatOps platforms, you will drive service quality improvements and enhance the customer experience.

The Service Manager (SM) is responsible for delivering high-quality services and continuously improving the customer experience for key customers.

Make an impact by:

• Build and maintain strong service relationships across various levels within client organisations and act as the single point of contact for escalated operational matters.
• Manage complex, critical, and escalated incidents by coordinating fault management activities, providing regular updates, and ensuring timely resolution.
• Oversee the end‑to‑end planned maintenance lifecycle for customers' critical services, including strategic communications and updates.
• Translate customer pain points and operational issues into actionable improvement plans for relevant stakeholders.
• Manage service performance in accordance with contractual Service Level Agreements (SLAs) and ensure service commitments consistently achieved.
• Develop a clear understanding of project delivery organisation structures and escalation pathways.
• Drive continuous service improvement initiatives, co‑creation opportunities, and cost optimisation by analysing utilisation against capacity.
• Lead post‑incident reviews for major incidents and identify key lessons learned.
• Utilise digital dashboards for data analysis and leverage collaboration platforms such as Microsoft Teams for effective communication.
• Conduct regular (weekly or monthly) service performance reviews, including:
  • Review of previous meeting minutes
  • Presentation of network availability and performance reports
  • Recommendations for network enhancement initiatives
  • Development of improvement plans for:
    • Prolonged outages
    • No Fault Found (NFF) cases
    • Repeated faults
    • Chronic issues
  • Review and update existing improvement plans

Skills for Success:

• Diploma or Degree in Computer Science, Engineering, or a related discipline.
• Minimum 5 years of experience in a similar Service Management role with a proven track record in IT or Telecommunications service delivery.

Network Protocols

• OSPF
• BGP
• Other routing protocols

WAN Technologies

• Leased Line
• MPLS
• VPN
• Internet Services
• Metro Ethernet
• SD‑WAN
• NFV
• Network Security

Voice Technologies

• SIP
• VoIP
• ISDN
• PSTN
• Voice Gateway
• IVR
• Enterprise Voice Solutions
• Understanding of digital technologies, including Software‑Defined Wide Area Networking (SD‑WAN).
• Experience using dashboards such as Power BI and Grafana for reporting and operational insights.
• Strong analytical and problem‑solving skills with excellent attention to detail.
• Proven ability to manage complex, cross‑functional, and multi‑country/regional service environments.
• Strong stakeholder management and service management capabilities.
• Familiarity with the local language of the assigned region.
• ITIL V3 or ITIL V4 knowledge is advantageous.