Service Manager
Singtel · Singapore, Singapore
Full-timeonsitemidOtherCustomer Service
รายละเอียดงาน / Description
Based in Singapore, this role involves building and maintaining strong client relationships, serving as the primary contact for operational matters. The Service Manager will drive continuous service improvement and enhance customer experience by managing complex incidents, overseeing maintenance, and translating issues into actionable plans. This position requires ensuring service commitments are met according to SLAs and leading post-incident reviews.
หน้าที่ความรับผิดชอบ / Responsibilities
- Build and maintain strong service relationships with clients, acting as the primary contact for escalated operational issues.
- Manage complex incidents by coordinating fault resolution, providing updates, and ensuring timely solutions.
- Oversee the entire planned maintenance lifecycle for critical services, including strategic communications.
- Translate customer pain points and operational problems into actionable improvement plans.
- Manage service performance to meet contractual Service Level Agreements (SLAs).
- Drive continuous service improvement initiatives and identify cost optimization opportunities.
คุณสมบัติ / Qualifications
- Diploma or Degree in Computer Science, Engineering, or a related field.
- Minimum 5 years of experience in a Service Management role within IT or Telecommunications.
- Proficiency in network protocols like OSPF, BGP, and other routing protocols.
- Experience with WAN technologies including MPLS, VPN, and SD-WAN.
- Understanding of cloud technologies and network security.
- Familiarity with voice technologies such as SIP, VoIP, and PBX.
- Experience using dashboards like Power BI and Grafana for reporting.
- Strong analytical, problem-solving, and stakeholder management skills.
ทักษะที่ต้องการ / Required skills
- Service Management
- Client Relationship Management
- Incident Management
- SLA Management
- Network Protocols
- WAN Technologies
- SD-WAN
- Cloud Technologies
- Network Security
- Voice Technologies
- Data Analysis
- Power BI
ทักษะเพิ่มเติม / Nice to have
- ITIL V3
- ITIL V4
- Local Language Proficiency