Service Manager - ITIL

Responsible for delivering high-quality IT and telecommunications services, acting as the primary customer contact for operational issues, managing critical incidents, ensuring SLA compliance, and driving continuous service improvements. The role requires strong stakeholder management, service delivery expertise, and technical knowledge across networking, WAN, cloud, security, and voice technologies.

Client Details

A global leader renowned for innovative solutions, robust infrastructure, and driving digital transformation headquarterd in Singapore.

Description

• Act as the primary customer contact for service-related issues and escalations.
• Manage critical incidents and ensure timely resolution and communication.
• Monitor service performance and ensure SLA commitments are met.
• Drive continuous service improvement and customer experience initiatives.
• Lead service reviews and provide performance reporting and recommendations.
• Coordinate planned maintenance activities and stakeholder communications.
• Collaborate with cross-functional teams to resolve issues and optimise services.

Profile

• Minimum 5 years of experience in Service Management, IT service delivery, or Telecommunications environments.
• Strong stakeholder and customer relationship management skills, with the ability to manage senior-level engagements.
• Proven experience handling critical incidents, escalations, and SLA-driven service delivery.
• Good understanding of networking, WAN, cloud, security, and voice technologies (e.g., SD-WAN, MPLS, VPN, SIP, VoIP).
• Skilled in using reporting and analytics tools such as Power BI and Grafana to drive operational insights.
• Excellent analytical, problem-solving, and continuous improvement capabilities.
• ITIL knowledge and the ability to work effectively across complex, cross-functional, and regional service environments

Job Offer

As a growing firm with a tightly-knit team, the successful candidate will get the chance to contribute to a highly performing team while having the autonomy to make certain decisions for the team.

To apply online please click the 'Apply' button. For a confidential discussion about this role please contact Winson Low (Lic No: R22106039/ EA No.: 18C9065) on [+65 6416 9865](tel:+65 6416 9865). © Michael Page International Pte Limited, company number 199804751N (including Page Executive (53295516A) and Page Personnel Recruitment Pte Ltd (Registration Number: 201736642C)) operates under the EA Licence Numbers of 18S9099 and 18C9065.