Strategic Service Manager – IT & Telecom Operations

Singtel; Singapore; On-site; Confidential; Full time

Job summary

Singtel is seeking an experienced Service Manager to lead cross-functional service delivery for key customers in Singapore. You will be the primary contact for critical operational matters, driving continuous improvement and leveraging dashboards for data-driven decisions.

The role emphasizes proactive incident management, maintenance lifecycle oversight, and strong stakeholder engagement to meet SLAs and improve customer experience.

Qualifications

• Diploma or Degree in Computer Science, Engineering, or a related discipline.
• Minimum 5 years of experience in a similar Service Management role in IT/telecommunications.

Responsibilities

• Build and maintain strong service relationships with client organisations.
• Manage complex incidents with timely resolution.
• Oversee end-to-end planned maintenance lifecycle for critical services.
• Translate customer pain points into actionable improvement plans.
• Manage service performance according to SLAs and ensure commitments are met.
• Lead post-incident reviews and identify key lessons learned.
• Utilise digital dashboards for data analysis and collaborate via Microsoft Teams.
• Conduct regular service performance reviews with minutes, reports and improvement plans.

Skills

Stakeholder management

Analytical thinking

Problem solving

Attention to detail

Cross-functional collaboration

Communication

Education

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

Tools

Power BI

Grafana

Job description

Singtel is seeking an experienced Service Manager to lead cross-functional service delivery for key customers in Singapore. You will be the primary contact for critical operational matters, driving continuous improvement and leveraging dashboards for data-driven decisions.

The role emphasizes proactive incident management, maintenance lifecycle oversight, and strong stakeholder engagement to meet SLAs and improve customer experience.