Service Manager - ITIL

Michael Page International Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Michael Page International Pte Limited seeks an experienced Service Manager to own IT and telecom service delivery. You will be the primary customer contact for issues, manage critical incidents, monitor SLA performance, and drive continuous service improvements across networking, WAN, cloud, security and voice.

Responsibilities include leading service reviews, providing performance reports, coordinating planned maintenance, and collaborating with cross-functional teams to optimise services for

Qualifications

• Minimum 5 years of experience in Service Management or IT service delivery.
• Strong stakeholder and customer relationship management skills.
• Experience handling critical incidents, escalations, and SLA-driven delivery.
• Understanding of networking, WAN, cloud, security, and voice technologies (SD-WAN, MPLS, VPN, SIP, VoIP).
• ITIL knowledge.

Responsibilities

• Act as the primary customer contact for service-related issues and escalations.
• Manage critical incidents and ensure timely resolution and communication.
• Monitor service performance and ensure SLA commitments.
• Drive continuous service improvement and customer experience initiatives.
• Lead service reviews and provide performance reporting and recommendations.
• Coordinate planned maintenance activities and stakeholder communications.
• Collaborate with cross-functional teams to resolve issues and optimise services.

Skills

Stakeholder management

IT service delivery

Networking

WAN

Cloud

Security

Voice technologies

Power BI

Grafana

ITIL

Tools

Grafana

Power BI

Job description

Responsible for delivering high-quality IT and telecommunications services, acting as the primary customer contact for operational issues, managing critical incidents, ensuring SLA compliance, and driving continuous service improvements. The role requires strong stakeholder management, service delivery expertise, and technical knowledge across networking, WAN, cloud, security, and voice technologies.

Client Details

A global leader renowned for innovative solutions, robust infrastructure, and driving digital transformation headquarterd in Singapore.

Description

• Act as the primary customer contact for service-related issues and escalations.
• Manage critical incidents and ensure timely resolution and communication.
• Monitor service performance and ensure SLA commitments are met.
• Drive continuous service improvement and customer experience initiatives.
• Lead service reviews and provide performance reporting and recommendations.
• Coordinate planned maintenance activities and stakeholder communications.
• Collaborate with cross-functional teams to resolve issues and optimise services.

Profile

• Minimum 5 years of experience in Service Management, IT service delivery, or Telecommunications environments.
• Strong stakeholder and customer relationship management skills, with the ability to manage senior-level engagements.
• Proven experience handling critical incidents, escalations, and SLA-driven service delivery.
• Good understanding of networking, WAN, cloud, security, and voice technologies (e.g., SD-WAN, MPLS, VPN, SIP, VoIP).
• Skilled in using reporting and analytics tools such as Power BI and Grafana to drive operational insights.
• Excellent analytical, problem-solving, and continuous improvement capabilities.
• ITIL knowledge and the ability to work effectively across complex, cross-functional, and regional service environments

Job Offer

As a growing firm with a tightly-knit team, the successful candidate will get the chance to contribute to a highly performing team while having the autonomy to make certain decisions for the team.

Michael Page International Pte Limited, company number 199804751N (including Page Executive (53295516A) and Page Personnel Recruitment Pte Ltd (Registration Number: 201736642C)) operates under the EA Licence Numbers of 18S9099 and 18C9065.