Process and Governance Manager

Date: 17 Jul 2024


Singapore, Singapore

Singtel Group

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.



As an ITSM Service Governance Manager, you will be responsible for overseeing and ensuring the effective governance and management of IT services within the organization. You will collaborate with various teams to establish and maintain ITSM processes, policies, and standards to ensure the delivery of high-quality and reliable IT services aligned with business objectives.


The activities include (not limited to):

  • to manage the incidents to resolution
  • to manage the changes overall coordination
  • to record proceedings, capture events, action items and to perform a gap analysis.
  • to monitor SLAs and drive incidents to target restoration and resolution deadlines.
  • to assist the Service Delivery Manager / Operations Manager on ITSM processes


Incident Management  

  • Point of contact for notification and escalation for issues relating to incidents
  • Manage the incident to resolution.
  • Record proceedings, capture events, action items and next steps.
  • Track progress on action plans provided by Resolver Groups
  • Monitor SLAs and drive incidents to target restoration and resolution deadlines.
  • Coordinates technical resources during complex incident resolution.
  • Engage resources where necessary.
  • Assists Resolver Groups to identify and implement the actions required to restore service.
  • Issue communications to Stakeholders on the status of incidents
  • Validate Priority of Incidents
  • Maintain governance over Incident Management process.
  • Raise change records where appropriate.
  • Arrange Conference calls and communications.


Change Management    

  • Capture customer requirements.
  • Validate customer requirements against the services and contract.
  • Filter, accept and classify all RFCs.
  • Issue agenda for CAB meeting
  • Table all RFCs for a CAB meeting, issue an agenda and circulates all RFCs to CAB members in advance of meetings to allow prior consideration.
  • Ensure that RFCs are adequately planned and assessed.
  • Evaluate and review Change activities before the change.
  • Ensure appropriate technical approvals are obtained.
  • Log and update Change records in the Change Management system
  • Close change records
  • Review the efficiency and effectiveness of the Change Management process.
  • Perform reporting on key metrics.
  • Follow-up on Post Implementation Reviews
  • Responsible for notifications and broadcast advisories issued to relevant internal and external stakeholders during change lifecycle.
  • Support the authorization of changes with higher impact and risk.
  • Assist in the assessment and prioritisation of changes.
  • To assess and review all complex changes.
  • To review failed, unauthorized, or blacked-out changes


Team Management       

  • Delegate tasks effectively by providing clear and specific instructions and goals.
  • Plan, track and monitor the tasks assigned to the team members / resolver groups.
  • Monitor and improve team performance, providing coaching and performance management.


Governance Management          

  • To coordinate resources and capabilities required for services provided and resolve conflicts.
  • Service Portfolio Management which to manage the business integration and to establish collaboration with all relevant suppliers to provide seamless end to end managed services.
  • To keep services evergreen and support subsequent versions of ITIL as they become available.
  • Maintain a central repository of service management tools, templates, processes documentation and reports.
  • Assist client to maintain policies and consistent practices for design work related to projects and changes.
  • Assess and manage risks associated with managed activities to prevent issues.
  • Managing knowledge management database
  • Develop, maintain, and provide to client for review and approval all supplier operational procedures in accordance with knowledge management.
  • To maintain a Quality Management System (QMS), abiding to client security and compliance standards.


Skills for Success:

  • Minimum 5 years of ITSM Management
  • Knowledge of ISO9001 and ISO20000
  • Experience with ServiceNow
  • Certified with Lean Six Sigma (Yellow / Green) / Agile Methodology
  • Certified with either 1 of the following:
  1. ITILv3 Foundation
  2. ITILv3 Practitioner (at least 1 Capability module)
  3. ITILv4 Foundation
  4. ITILv4 Practitioner (at least 1 Capability module)




About Singtel

Headquartered in Singapore, Singtel has 140 years of operating experience and played a pivotal role in the country’s development as a major communications hub. Optus, our subsidiary in Australia, is a leader in integrated telecommunications, constantly raising the bar in innovative products and services.

We are also strategically invested in leading companies in Asia and Africa, including Bharti Airtel (India, South Asia and Africa), Telkomsel (Indonesia), Globe Telecom (the Philippines) and Advanced Info Service (Thailand). We work closely with our associates, leveraging our scale in networks, customer reach and extensive operational experience to lead and shape the communications industry.

Together, the Group serves over 700 million mobile customers around world. Singtel is one of the largest listed Singapore companies on the Singapore Exchange by market capitalisation.

The Group has a vast network of offices throughout Asia Pacific, Europe and the USA, and employs more than 23,000 staff worldwide.