Service Manager — Customer Experience & Incident Lead

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

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.