Service Quality Manager

Date: 28 Mar 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.




Be a part of something BIG!

Service Quality Manager will be collaborating with a team of motivated, knowledgeable, and passionate IT Infrastructure management, Operation SME and Design & Build team, also, working closely with all the IT Application domains within Singtel. SQM is responsible for improving the overall Infrastructure service performance and governance the service by making sure all the processes are in place and team adhere to the process to support the day-to-day operations and manage key stakeholders. This is an opportunity for someone who is passionate and delivering new technology services for the IT Infrastructure


Make an Impact by:

Service Delivery Planning:

Develop and implement service delivery plans in alignment with organizational goals and client/customer expectations.

• Collaborate with stakeholders to define service level agreements (SLAs) and key performance indicators (KPIs).

Client/Customer Relationship Management:

Regularly engage with stakeholders to understand their needs and expectations.

• Build and maintain strong relationships with stakeholders to understand their needs, expectations, and concerns.

• Act as a primary point of contact for stakeholders, addressing inquiries and ensuring a positive customer experience.

Service Level Management:

Monitor and manage service levels to ensure that agreed-upon SLAs and KPIs are consistently met.

• Implement processes for continuous improvement based on performance metrics.

• Ensuring availability and performance of the infrastructure systems that support the business application system, which included Servers, Storage, Databases, Middleware, Network, DC Hosting and Cloud & Container.

Incident and Problem Management:

• To drive incident in accordance to incident matrix on 24/7 on-call rotation support.

• Oversee the resolution of incidents and problems, working closely with technical teams to ensure timely and effective responses.

• Strong analytic and decision-making abilities during service outage.

• Work under pressure and fast-paced environment to resolve issues quickly within SLA and ensure systems are available to support the business objectives.

• Proven working technical experience to provide the timely and effective coordination while working with peers and provide reporting to top management.

• Implement preventive measures to reduce the occurrence of incidents. Track Problem Tickets closely to make sure issue is not repeated and vendor is closing RCA and PCA’s on time.

Change Management:

Coordinate changes to services, ensuring that they are planned, communicated, and executed in a way that minimizes disruption to clients or customers.

• Collaborate with change management teams to implement improvements. Participate in weekly Group Release and IT CAB meeting to make sure all the changes which is impacting Infrastructure are properly evaluated from Risk management perspective.

Service Reporting and Communication:

Generate regular reports on security, service performance, including SLA adherence and KPI metrics.

• Communicate service-related updates, changes, and improvements to clients, stakeholders, and internal teams.

Service Transition:

Facilitate the smooth transition of new services or changes into the operational environment.

• Ensure that clients are adequately informed and prepared for changes in service delivery.

Vendor and Supplier Management:

Manage relationships with external vendors and suppliers involved in service delivery.

• Ensure that third-party services meet quality standards and contractual obligations.

Financial Management:

Oversee the financial aspects of service quality, including budget management and cost control.

• Ensure that service delivery remains cost-effective and aligns with budgetary constraints.

Continuous Improvement:

Identify opportunities for process improvements and efficiencies in service delivery.

• Collaborate with internal teams to enhance overall service quality and operational efficiency.

• Work collaboratively with other teams to enhance overall service quality.

Team Collaboration:

Collaborate with internal teams, including support, operations, and project management, to ensure a cohesive and coordinated approach to service delivery.

• Provide leadership and support to service delivery teams.

• Participate actively in daily stand-up, weekly service .and security review meeting to make

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.