Service Manager

Singtel; Singapore; On-site; Confidential; Full time

Job summary

Singtel is seeking an experienced Service Management professional to join our team in Singapore. The role focuses on managing complex incidents, maintaining service performance against SLAs, and driving continuous service improvement across multi-country environments.

You will coordinate fault management, lead post‑incident reviews, and leverage dashboards such as Power BI and Grafana to provide actionable operational insights for stakeholders.

Qualifications

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

Responsibilities

• Build and maintain strong service relationships across client organisations and act as single point of contact for escalations.
• Coordinate fault management activities and provide regular updates for timely resolution of incidents.
• Oversee end-to-end planned maintenance lifecycle for customers' critical services with strategic communications.
• Translate customer pain points into actionable improvement plans for stakeholders.
• Ensure service performance aligns with SLAs and contractual commitments.
• Understand project delivery structures and escalation pathways.
• Drive continuous service improvement, co-creation, and cost optimisation via utilization analysis.
• Lead post‑incident reviews to identify lessons learned.

Skills

Service Management

ITIL knowledge

Stakeholder management

Cross-functional coordination

Analytical thinking

Problem solving

Attention to detail

Regional/multi-country experience

Education

Diploma or Degree in Computer Science, Engineering, or related discipline

Tools

Power BI

Grafana

Job description

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”.

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 are 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
• Cloud Technologies
• Network Security

Voice Technologies

• SIP
• SIP Trunking
• VoIP
• ISDN
• PSTN
• PBX
• 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.