Service Manager (Network) (Ref 26555)

JOBLINE RESOURCES PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

JOBLINE RESOURCES PTE. LTD. is seeking an experienced Service Manager to own end-to-end service delivery for large client accounts.

You will drive incident management, maintenance lifecycle, and continuous improvement initiatives across multi-country environments. Key responsibilities include stakeholder engagement, SLA governance, and data-driven reporting using Power BI and Grafana. The role requires strong problem-solving, analytical skills, and deep ITIL knowledge in a fast-paced telecom or

Qualifications

• Diploma or degree in CS/engineering or related field.
• Minimum 5 years in a Service Management role in IT/Telecommunications.

Responsibilities

• Build and maintain strong service relationships with client organisations.
• Manage complex incidents with fault management and timely updates.
• Oversee end-to-end maintenance lifecycle for critical services.
• Translate pain points into actionable improvement plans.
• Manage service performance per SLAs and drive improvements.
• Understand project delivery structures and escalation paths.
• Lead post-incident reviews and determine key lessons learned.
• Use Power BI/Grafana dashboards for reporting and insights.
• Conduct weekly or monthly service performance reviews with stakeholders.

Skills

Analytical skills

Problem solving

Stakeholder management

Cross-functional coordination

Service management

Education

Diploma or Degree in Computer Science, Engineering, or related discipline

Tools

Power BI

Grafana

SD-WAN

ITIL

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