Overview
Service Manager
Date: 8 Oct 2024
Location:
Singapore, Singapore
Company:
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.
The Service Manager is responsible for enhancing the customer experience for VVIP clients by fostering strong service relationships and acting as the single point of contact for escalated operational issues. Key responsibilities include overseeing day-to-day fault management for critical incidents, providing regular updates, and ensuring timely resolutions. The Service Manager will manage the planned maintenance cycle for critical customer services and ensure service performance aligns with contractual agreements.
The Service Manager will conduct monthly network performance reviews, which involve discussing previous meeting minutes, presenting network availability reports, and developing improvement plans for prolonged outages and recurring issues. The role requires a proactive approach to managing service levels and continuous improvement in service delivery.
- To achieve a high standard of customer service and retaining the customer-base with a stabilized customer network.
- To achieve a “Good and Excellent” survey score for the customer survey via CE customer survey and CSat customer survey.
- Conduct the network performance review with customer(s) monthly and to ensure that the performance of services to customer as agreed in the contract meet the service level agreement.
- Improvements in the service availability (%) and reduction in fault tickets through implementation of service improvement plans; and improvement in subsequent survey score.
- Overseeing the entire planned maintenance cycle for customer’s critical services by coordinate approval for maintenance work and notification
Skills for Success:
- Bachelor’s degree in information technology, Telecommunications, Business Management, or a related field.
- Relevant certifications in service management (e.g., ITIL) are a plus.
- Minimum of 5 years of experience in service management, customer service, or account management, preferably in a telecommunications or IT environment.
- Strong understanding of network management, fault management processes, and service level agreements (SLAs).
- Familiarity with network performance monitoring tools and reporting metrics.
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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.