Service Manager - ITIL

MICHAEL PAGE (PERSONNEL) PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

MICHAEL PAGE (PERSONNEL) PTE. LTD. is partnering with a global leader to appoint a Service Management professional in Singapore.

You will act as the primary customer contact for service-related issues, manage incidents, monitor performance, and drive improvements across cross-functional teams. The role requires strong stakeholder management, experience with SLA-driven delivery, and familiarity with networking, cloud, and security technologies.

Qualifications

• Minimum 5 years of experience in Service Management, IT service delivery, or Telecommunications environments.

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 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.

Skills

Service Management

Stakeholder management

Incident management

SLA management

Power BI

Grafana

ITIL

Cross-functional collaboration

Tools

Power BI

Grafana

IT monitoring tools

Job description

• Global exposure and opportunities to work on cross-border projects
• High Leadership Visibility & Impact on Business Outcomes

About Our Client

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

Job Description

• Act as the primary customer contact for service-related issues and escalations.
• Managecritical incidents and ensure timely resolutionand communication.
• Monitorservice performance and ensure SLA commitmentsare 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.

The Successful Applicant

• Minimum 5 years of experience in Service Management, IT service delivery, or Telecommunicationsenvironments.
• Strong stakeholder and customer relationship management skills, with the ability to manage senior-level engagements.
• Proven experiencehandling critical incidents, escalations, and SLA-driven service delivery.
• Goodunderstanding 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 serviceenvironments

What's on 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.

Quote job ref

JN-082026-7086887