Service Manager
Singtel · Kuala Lumpur, Malaysia
Full-timeonsitemidCustomerCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this role focuses on ensuring superior service delivery and strengthening relationships with enterprise clients. You will oversee operational incident resolution, monitor service level agreements, and coordinate across cross-functional technical teams. Additionally, you will lead performance review sessions and implement continuous improvements to boost network reliability and customer satisfaction.
หน้าที่ความรับผิดชอบ / Responsibilities
- Cultivate and maintain positive relationships with enterprise accounts as the primary point of contact for operational matters
- Supervise the resolution of severe service incidents and coordinate with technical teams to restore services promptly
- Track operational metrics against agreed SLAs and supervise scheduled maintenance to minimize disruption
- Facilitate post-incident reviews, assess root cause analyses, and introduce preventative measures
- Conduct periodic performance reviews with clients, showcasing availability metrics and operational insights
- Identify operational bottlenecks and drive initiatives aimed at enhancing network quality and client satisfaction
คุณสมบัติ / Qualifications
- Degree or diploma in Computer Science, Telecommunications, Information Technology, or an engineering field
- Minimum of 3 years of background in network operations, service delivery, or telecommunications management
- Solid grasp of networking technologies such as WAN, SD-WAN, MPLS, VPN, and routing protocols
- ITIL Foundation v3 or v4 certification or comparable knowledge
- Proven stakeholder engagement capabilities and dedication to high customer service standards
- Excellent problem-solving, analytical, presentation, and reporting capabilities
ทักษะที่ต้องการ / Required skills
- Service Management
- Incident Management
- SLA Management
- Networking
- ITIL
- Stakeholder Management
- Root Cause Analysis
ทักษะเพิ่มเติม / Nice to have
- CCNA
- Lean Six Sigma
- Telecommunications
- Managed Services
- Multilingual