Overview

Service Manager

Date: 28 Mar 2024

Location:

Singapore, Singapore

Company:
Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

Make an Impact by:

Customer Experience

  • To build service relationships with clients.
  • Single point of contract (SPOC) on operations matters.
  • Oversee day-to-day fault management for critical/esclated incidents (24×7 on escalation call).
  • Take ownership in handling and managing fault outages.
  • Provide regular updates and ensure timely fault resolution for critical/escalated incident.
  • Investigate outages and prepare RFO with recommendation on corrective and improvement action plans.
  • Overseeing the entire planned maintenance cycle for customer’s critical services.
  • Develop customized processes and support to meet customers’ special needs.

 

Service Level

  • To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
  • Conduct monthly network performance review that basically covers the following:
  • Previous meeting minutes.
  • Present monthly network availability report.
  • Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
  • Update or review any improvement plan.
  • Recommend network enhancement initiatives.

 

Service Improvement

  • Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.

 

Skills for Success:

  • Diploma / Degree in Computer Science / Engineering or equivalent.
  • 2-3 years in the Telecommunications industry in the Operational and/or Service Delivery field.
  • Knowledge in Network Protocol and Networking WAN technologies
    • (e.g.: Network Protocol: OSPF, BGP, etc).
    • (e.g.: WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc).

 

  • ITIL v3 Foundations certification.
  • CCNA and Lean Six Sigma is an added advantage.
  • Experience in corporate teleommunications and networking are added advantage.
  • Service management experience preferred.
  • Experience in customer service environment.
  • Have a passion for customer service and possess excellent customer handling skills.
  • Possess commercial and business awareness.
  • Possess interpersonal and communication skills in a multicultural environment.
  • Good at planning and organization.
  • Independent and capable of decision making and problem solving.
  • Highly motivated and able to work independently under pressure.
  • Good communication and written skills in English.
  • Good in report writing and presentation skill.

 

Rewards that Go Beyond

  • Full suite of health and wellness benefits.
  • Ongoing training and development programs. 
  • Internal mobility opportunities.

 

Your Career Growth Starts Here. Apply Now!

 

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.


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.