Service Manager

MICHAEL PAGE (PERSONNEL) PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Page Personnel, part of Michael Page, Singapore, seeks a Service Manager who will lead customer partnerships and manage escalations, using analytics and digital tools to drive service excellence and customer satisfaction.

You will coordinate cross-functional teams for major incidents, oversee planned maintenance, monitor SLAs, and drive continuous improvement through data-driven insights and capacity planning.

Qualifications

• Diploma or degree in Computer Science, Information Technology, Engineering, or a related field.
• 5+ years of experience in Service Management, Service Delivery, or Customer Operations within IT or Telecommunications.
• Proven success managing customer-facing service environments and operational delivery.

Responsibilities

• Lead customer partnerships and escalations.
• Coordinate cross-functional teams for major incidents with timely communication and resolution.
• Oversee the full lifecycle of planned maintenance activities with stakeholder engagement.
• Identify customer pain points and convert challenges into service improvements.
• Monitor service delivery performance against SLAs to ensure compliance and excellence.
• Drive continuous service improvement, cost optimization, and capacity planning.

Skills

Stakeholder management

Incident management

Service delivery

Data analytics

Education

Diploma/Degree in CS/IT/Engineering

Tools

Microsoft Teams

ChatOps platforms

Job description

Company Overview

Page Personnel, part of Michael Page, provides specialised recruitment services for professionals and technical roles across industries in Singapore, including IT, engineering, finance, healthcare, marketing, and more.

Job Summary

As a Service Manager, you will lead customer partnerships and operational escalations, using analytics and digital tools to drive service excellence, enhance performance, and improve customer satisfaction.

Responsibilities

• Develop and maintain strong stakeholder relationships across customer organizations, acting as the primary escalation point for service-related issues
• Coordinate cross-functional teams to manage major and complex incidents, ensuring timely communication and resolution within agreed timelines
• Oversee the full lifecycle of planned maintenance activities for critical customer services, including managing customer communications and stakeholder engagement
• Identify customer pain points and convert operational challenges into actionable service improvement initiatives
• Monitor and manage service delivery performance against contractual Service Level Agreements (SLAs) to ensure compliance and service excellence
• Build a comprehensive understanding of internal project delivery structures, governance frameworks, and escalation procedures to support effective service management
• Drive continuous service improvement, innovation, and cost optimization by analyzing utilization data and conducting capacity planning
• Facilitate post-incident reviews for major outages and service disruptions to identify root causes and implement improvement opportunities
• Utilize reporting and analytics platforms to generate actionable service insights and support data-driven decision-making
• Leverage collaboration tools such as Microsoft Teams and ChatOps platforms to enhance communication and operational efficiency
• Lead regular service review meetings with customers to:
• Review previous action items and meeting outcomes
• Present service availability, performance metrics, and reporting insights
• Recommend network and service enhancement opportunities
• Develop and track improvement plans addressing extended service outages, No Fault Found (NFF) incidents, recurring disruptions, and chronic operational issues
• Review progress of ongoing improvement initiatives

Required competencies and certifications

• Diploma or Degree in Computer Science, Information Technology, Engineering, or a related field
• Minimum 5 years of experience in Service Management, Service Delivery, or Customer Operations within IT or Telecommunications
• Proven success managing customer-facing service environments and operational delivery

Preferred competencies and qualifications

• Technical knowledge of network technologies including OSPF, BGP, and other routing protocols
• Familiarity with WAN and connectivity solutions such as Leased Lines, MPLS Networks, VPN Services, Internet Connectivity, Metro Ethernet, SD-WAN, Network Function Virtualization (NFV), Cloud Networking Technologies, and Network Security Solutions
• Experience with Voice and Unified Communications technologies including SIP and SIP Trunking, VoIP Solutions, ISDN and PSTN Services, PBX Systems, Voice Gateways, Interactive Voice Response (IVR), and Enterprise Voice and Unified Communications Solutions