Service Manager (Network)

jobline resources pte. ltd.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

jobline resources pte. ltd. seeks an experienced IT Service Manager to manage client relationships, coordinate incident resolution, and oversee maintenance for critical services.

You will translate issues into improvement plans and drive service performance across multi-country environments. The role requires 5+ years in service management, strong network, WAN, and VoIP knowledge, plus proficiency with Power BI and Grafana for reporting.

Qualifications

• Diploma or Degree in Computer Science, Engineering, or related discipline.
• Minimum 5 years of experience in a similar Service Management role with IT/Telecom service delivery.
• Experience with network protocols (OSPF, BGP) and WAN technologies (MPLS, VPN, SD-WAN).
• Familiarity with VoIP technologies and enterprise voice solutions.

Responsibilities

• Maintain strong service relationships with client organisations and act as single escalation contact.
• Coordinate fault management and provide regular incident updates for timely resolution.
• Oversee end-to-end maintenance lifecycle for critical services with strategic communications.
• Translate pain points into actionable improvement plans for stakeholders.
• Manage service performance per SLAs and ensure commitments are met.
• Lead post-incident reviews and extract key lessons learned.
• Utilise dashboards (Power BI, Grafana) for reporting and regular performance reviews.

Skills

Network protocols

WAN technologies

Voice technologies

SD-WAN

Power BI

Grafana

Stakeholder management

Analytical thinking

Education

Bachelor's/Degree in CS/Engineering

Tools

Power BI

Grafana

Job description

Responsibilities

• 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:
• a) Review of previous meeting minutes
• b) Presentation of network availability and performance reports
• c) Recommendations for network enhancement initiatives
• d) Development of improvement plans for: Prolonged outages, No Fault Found (NFF) cases, Repeated faults, Chronic issues
• e) Review and update existing improvement plans

Requirements

• 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.
• Relevant experience including:
• a) Network Protocols: OSPF, BGP, Other routing protocols
• b) WAN Technologies: Leased Line, MPLS, VPN, Internet Services, Metro Ethernet, SD-WAN, NFV, Cloud Technologies, Network Security
• c) 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.
• ITIL V3 or ITIL V4 knowledge is advantageous.

Licence no: 12C6060