Service Manager
Company Overview
Page Personnel, part of Michael Page, provides specialised recruitment services for professionals and technical roles across industries in Singapore, including IT, engineering, finance, healthcare, marketing, and more.
Job Summary
As a Service Manager, you will lead customer partnerships and operational escalations, using analytics and digital tools to drive service excellence, enhance performance, and improve customer satisfaction.
Responsibilities
- Develop and maintain strong stakeholder relationships across customer organizations, acting as the primary escalation point for service-related issues
- Coordinate cross-functional teams to manage major and complex incidents, ensuring timely communication and resolution within agreed timelines
- Oversee the full lifecycle of planned maintenance activities for critical customer services, including managing customer communications and stakeholder engagement
- Identify customer pain points and convert operational challenges into actionable service improvement initiatives
- Monitor and manage service delivery performance against contractual Service Level Agreements (SLAs) to ensure compliance and service excellence
- Build a comprehensive understanding of internal project delivery structures, governance frameworks, and escalation procedures to support effective service management
- Drive continuous service improvement, innovation, and cost optimization by analyzing utilization data and conducting capacity planning
- Facilitate post-incident reviews for major outages and service disruptions to identify root causes and implement improvement opportunities
- Utilize reporting and analytics platforms to generate actionable service insights and support data-driven decision-making
- Leverage collaboration tools such as Microsoft Teams and ChatOps platforms to enhance communication and operational efficiency
- Lead regular service review meetings with customers to:
- Review previous action items and meeting outcomes
- Present service availability, performance metrics, and reporting insights
- Recommend network and service enhancement opportunities
- Develop and track improvement plans addressing extended service outages, No Fault Found (NFF) incidents, recurring disruptions, and chronic operational issues
- Review progress of ongoing improvement initiatives
Required competencies and certifications
- Diploma or Degree in Computer Science, Information Technology, Engineering, or a related field
- Minimum 5 years of experience in Service Management, Service Delivery, or Customer Operations within IT or Telecommunications
- Proven success managing customer-facing service environments and operational delivery
Preferred competencies and qualifications
- Technical knowledge of network technologies including OSPF, BGP, and other routing protocols
- Familiarity with WAN and connectivity solutions such as Leased Lines, MPLS Networks, VPN Services, Internet Connectivity, Metro Ethernet, SD-WAN, Network Function Virtualization (NFV), Cloud Networking Technologies, and Network Security Solutions
- Experience with Voice and Unified Communications technologies including SIP and SIP Trunking, VoIP Solutions, ISDN and PSTN Services, PBX Systems, Voice Gateways, Interactive Voice Response (IVR), and Enterprise Voice and Unified Communications Solutions