Service Manager, IT & Telecom Operations

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

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.