Service Operations Manager


Company :  Singtel
Location :  Singapore, Singapore
Job Type :  Full-time
Job Status :  Permanent
Service Operations Manager

Service Operations Owner acts as a Gatekeeper for evaluating and adapting new services, changes in existing services, Customer requirements, Out of ordinary customizations of existing products etc. from support perspective. The products / services includes a mix of Telco and ICT domains.

The Service Owner is accountable for a specific service (Infrastructure and/or Professional Service) within EDMS GD-Telco organization regardless of where the technology components or professional capabilities reside.

Key Responsibilities:
Single point of contact representing operations to enable operations support for new product/service launch
Identify the service delivery plan for new products, develop roles and responsibilities for operations team and propose support structure in optimal way
Participate in new tender/RFP representing operations to ensure the operations support model and delivery could be met for customer
Monitoring quality of product / service.
Assist Operations team in formulating and executing service improvement plans.
Evaluate customer requirements and help to formulate best supporting plan and structure for customer requirements.

Key Performance Indicators:
Signed OLA for Launched Services
Supported RFPs and Customisation Requests
Products Performance Measurements & Accurate Reporting
Service improvement plans suggested and implemented

The ideal candidates shall possess the below

Degree/Diploma in Computer / Electronics/ IT engineering, or any other relevant discipline.
With 3 to 5 years' experience in similar capacity or exposure to Network Operations or exposure to product and service design environment is a must.
Need to have ITSM knowledge and experience. ITIL or eTOM certification will be an added advantage.
Good knowledge on Telco and Enterprise network and technologies is required.
Should possess good communication and analytical skills.
Problem solving and people coordination skills are required.
A self-starter with the ability to work independently, as well as in a team.
Strong focus on customer satisfaction, high initiative levels and need to be a team player.
Exposure to Service Quality management, Process Improvement, Quality Audit, Network practice etc. will be considered favorably.
Basic business acumen to be able make sound contributions and balanced view on sizing operations efforts against products’ value and marketability.
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