Total 26 job vacancies by Singapore Telecommunications Limited

The Customer Voice & Insights Manager plays a critical role in championing the customer perspective.

This role is responsible for gathering, analysing, and interpreting data to provide actionable insights into customer behaviors, needs, and preferences.

The ideal candidate must have a strong background in data analysis and interpretation, customer research, and experience working with cross-functional teams to drive customer-centric decision-making and culture.

Insights from this role will enhance customer experiences at sales and service delivery touchpoints, inform product development, and support targeted marketing strategies.

The individual will be part of the Singtel's Enterprise Marketing & Innovations team.

Make an Impact by:

Customer Data Research & Analysis

• Uphold the governance & integrity of the Customer Experience practice ensuring consistency, quality, and alignment with Singtel’s values and customer expectation.
• Manage research partners to deliver customer experience (CE) research for the Enterprise Segment, ensuring accuracy, quality and timeliness of insights derived from unfiltered, genuine customer voices.
• Monitor and analyse key metrics such as Net Promoter Score (NPS) & Overall Experience (OE) scores to provide insightful analysis and identify areas of improvements.
• Drive targeted NPS and OE related to sales and delivery services.
• Drive, lead and engage relevant stakeholders to establish improvement actions, both at strategic and operational levels. Incorporate feedback loops to regularly review metrics and follow-ups on improvement actions.
• Drive annual CE target-setting exercise. Continuously improve the target setting framework to ensure it stays relevant to the transforming business structure and model to drive and ensure a sustained customer-centricity mindset across the organization.
• Lead quarterly review sessions with senior management to present customer experience insights and improvement action plans in tight partnership with appointed agency partner.
• Implement rigorous data governance protocols to maintain the quality and security of customer data.
• Support market intelligence and insights research initiatives to deeply understand customer needs, behaviours, and preferences by collecting, analysing, and synthesizing customer data across various touchpoints.

Continuous Improvement

• Conduct periodic review of existing research programme (e.g. questionnaires, survey methodologies, etc.) to ensure it stays up to date with industry best practices and implement necessary improvements.
• Drive any tender or RFQ exercises, where relevant, according to Singtel’s procurement guidelines to select the most suitable research partners.

Skills for Success:

• Degree in Business or Arts & Social Science
• Minimum 5-7 years of relevant experience, preferably in ICT or customer experience market research industry
• Strong analytical skills and ability to draw insights from research and translate to action planning for improvement leveraging deep experience in data interpretation and research methodologies
• Ability to manage complex and competing priorities, conflict management and resolution skills required
• Experience in managing cross-functional project
• Abilities to engage at senior management level and yet able to move the working levels
• Proficiency in tools like Excel, SQL, and data visualization platforms (e.g., Tableau, Power BI).
• Good to have experience in synthesising insights from various data sources, including customer feedback, usage data, CRM, and third-party research.
• Good to have experience in translating data into actionable recommendations to improve customer experience, enable sales pursuits and guide product roadmap development & innovation
• Good to be familiar with Medallia dashboard
• Good to be Certified Customer Experience Professional (CCXP)

Be a part of something BIG!

• This role oversees Singtel Singapore IT Budgets and Contracts throughout their lifecycle which involves budget planning, creation of contracts, reviews, negotiations, recommendation, record keeping, tracking of spending and change management (Change of contract contents such as revision of contract clauses, inventory, address, contracts, and other information related to contracts).
• Works with various teams in Singtel Singapore IT and Group IT in establishing contracts and agreement for hardware maintenance, software license and professional service engagement contracts, that reflects the requirement, scope of work and interest of the service owner and the company.
• This role is also required to support regular Contract Risk Assessment, all other budgets & financial reporting, and related events

Make an Impact by:

Finance Management

• Drive and support Annual Operating Plan (AOP) cycle and activities. This includes forecast and actual budgeting submission for OPEX for the Singtel Singapore IT divisions.
• Facilitate and drive stakeholders to provide the financial plan for new or upcoming initiatives, projects, or cost optimization plan.
• Engage stakeholders to contribute to budget planning during AOP period, support budget moderation and post-moderation/AOP events.
• Monitoring and tracking divisions OPEX spending and analysis of financial report, support monthly and/or quarterly financial update.
• Support AOP Stretch target on R&M

Contract Management

• Manage and responsible for all R&M contracts renewal which include inventory review, tender execution, bid review and award in accordance with procurement process and to meet contract renewal timeline and financial objective for all contracts.
• Represent IT divisions to lead various key tenders, contract renewals and risk assessment initiatives.
• Work with various team, internal and external, to finalize contract details such as inventory review with service owners to ensure the accuracy and completeness of components covered by the contracts, scope of work, SLA, and renewal periods.
• Timely contract negotiations and managing contracts is a vital skill to succeed in this role. The incumbent must ensure that all procurement governance guidelines are strictly adhered to.

General

• This role is also required to work with legal counsel, procurement, finance, and other corporate function as part of the contract life cycle management, leading the renewal of contracts through tenders, tender bid review and negotiation, recommendation, and award; and as well as regular finance reporting, update and follow ups.
• A significant component of this role requires working with internal employees, contractors, and third-party vendors to deliver quality outcomes for the business.

Skills for Success:

• Candidate must possess at least a Degree in Computer Science / Information Technology / Engineering / Finance / Accounting / Business or equivalent

• Minimum five years of relevant experience

• Contract Management

• Possesses excellent interpersonal skills, independent and result oriented.

• Strong communication skills and able to articulate well.

• Strong analytical skill.

• Strong knowledge and experience on excel formula, pivotal function, and automation.

• Strong knowledge and experience on power-point presentation and charting e.g., water-fall, bar charts, line charts, etc.

Rewards that Go Beyond:

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Make an Impact by:

• Drive platform and product lifecycle, from conception to launch, along with post-launch analysis and continuous improvements.
• Market Research and Strategy Development: Understanding industry trends, competition, and potential areas for growth. This helps shape product strategies and roadmap.
• Product responsibility overseeing the architecture of the CPaaS and 5G solutions (plan & design the end-to-end infrastructure to ensure high availability, resiliency, secured and with SLA -internal and external).
• Work with all stakeholders to design and implement the solution for end to end provisioning, billing and support. This includes requirements documentation and process flow.
• Partnership engagement to drive & build eco-system stickiness with partners to deliver differentiated mobility solutions with unique value propositions.
• Identifying and monetizing the new emerging market trends and use cases that aligned with company revenue goal.
• Product and Service Expansion: Helping identify customer needs and gaps in the market that can lead to the creation of new products and services.

Skills for Success:

• Bachelor Degree with at least 3-4 years of relevant working experiences.
• Experience in launching mobile / digital platforms, products or services from idea to execution, and practise Agile development.
• Proven track record of managing all aspect of a successful product throughout its lifecycle.
• well-versed in business development: understanding the broader business landscape, establishing trusted relationships, and consistently delivering value that supports sustainable growth.
• Strong understanding of latest mobile, digital, cloud communication technologies.
• Experience in user-centered design processes and analysis tools.
• Strong problem-solving skills, business acumen and willingness to roll up one’s sleeves to get the job done.
• Able to work in effectively in a team and with vendors to communicate requirements effectively.

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

The RFS Manager will support ad-hoc project requests, vendor engagement, and request fulfilments (among other responsibilities).

Key responsibilities include:

• Overseeing new BAU requests, time-and-material efforts, and customer resource requisitions
• Following the RFS process timeline from initiation to closure
• Regularly reviewing and enhancing the current process
• Ensuring accurate and timely availability of RFS reports, updates, tracking, and closures
• Collaborating with all relevant stakeholders, including internal teams (e.g., sales for pricing), external vendors (e.g., for quotations), and client representatives, to ensure comprehensive service request coverage.

Make an Impact by:

Service Delivery RFS

• Service delivery RFS financial and resource management
• Support RFS and service catalogue requests
• Accountable/Responsible for end-to-end RFS requests/requisitions
• Manage cross functional engagements for RFS
• Act as a focal point for all RFS related queries and issues
• Review RFS transition plans, enhancement milestones and deliverables in consultation with support teams and customer
• Review with vendors and support team to ensure that all RFS tasks and deliverables meet quality and agreed outcomes
• Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
• Monitor and improve RFS performance, providing leadership, coaching and tasks management
• Provide regular CDE EWO project RFS dashboarding and reporting

Customer/Vendor Management

• Liaise with third party vendors and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
• Ensure that effective communication on the status updates and tracking of RFS requests and RFS delivered (including monthly or weekly service delivery reports) with the agreed timeframes

Business Development

• Proactively identify opportunities for RFS or improvement of services delivered to the customer and liaise with the Account Manager and Sales Specialist for development of that opportunity

People Management

• Delegate operational tasks effectively by providing clear and specific instructions and goals
• Plan, track and monitor the tasks assigned to the team members
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance management

Skills for Success

• Minimum Diploma in Computer Science / IT or equivalent
• Good to be certified with ITIL v3 Foundation
• 5 Years of experience in Project management / Operations / Vendor management
• Have working experience with Microsoft O365 and Exchange and ServiceNOW ITSM
• Experienced in IT Managed Services
• Financial Management Experience
• ITSM Service Catalogue Management
• ITIL Service Management
• Good understanding of IT cross competency products in the EUC device

This role supports EAG, GB and Carriers Sales by managing complex end-to-end bid process to optimize revenue and margin. Performs as the coverer during Director, Bid and Commercial Operations absence to provide support to team members in their bids

Make an Impact by:

• Lead and manage end-to-end bidding pursuit process. Be the overall-in-charge of RFP document development, preparation and to ensure high quality proposals are submitted on time.
• Direct the pursuit strategy to properly position the firm’s market leadership, capabilities, resources, and overall credentials to win the new business opportunity.
• To perform effective engagement with bid stakeholders, customers, overseas offices and partners for bid submission.
• Work closely with Sales to understand customers’ requirements and business environment in order to formulate bid win strategies and value proposition for proposals.
• Manage and negotiate with partners and vendors’ on commitments and commercial terms.
• Ensure bid proposals adhere to finance and legal guidelines; Manage risk log and mitigation plan.
• Drive commercial strategy and manage customer contract and commercial deliverables
• Work with Pricing and Finance stakeholders to ensure proposed pricing is in line with overall bid strategy, establish pricing structure that meets business/corporate target margins and have gained internal approvals for customer submission.
• Facilitate deal presentation and contract negotiation with customers.
• Assess and address commercial and contractual risks relating to the bid being worked on, manage risk register for strategic and complex bids and work with stakeholders on mitigation strategies.
• Monitor bid trends, maintain reporting on current bid activities, business drivers and future market trends
• Plan and drive bid related digitalisation initiatives
• Gather and analyze feedback from completed bids to identify areas for improvement. Track win/loss outcomes and integrate learnings into future bids to enhance success rates.

Skills for Success:

• Degree in Business Studies, Engineering or Economics
• Minimum 6 years relevant working experiences
• Previous bid management experience in IT-related or telecommunication industry
• Experienced in Project Management Skill, Demonstrating Contract Negotiation Skill and Financial Analysis and Modelling
• Good to be certified in the following:

1. PMP Accreditation
2. APMP Accreditation
3. IACCM Accreditation​​​​​​​

Be a part of something BIG!

This role requires a combination of strong analytical skills, a strategic mindset, a keen interest as well as demonstrated meticulousness. Analytical requirements include valuation and financial modelling. Success in the role will depend on ability to deliver well-thought-out advice and recommendations to management on opportunities, including strategic rationale, valuation, and risks.

Make an Impact by:

1.Technical Skills

• Competency in financial analysis, including various valuation techniques:Good command of valuation techniques including identification of appropriate comparable companies and transactions.
  Drive robust analyses and research on market trends – including market sizing, firm positioning, financial and operational benchmarking, and broad sector.
  Accounting and corporate finance skills such as pro-forma merger analysis, accretion/dilution analysis, IRR, ROIC, other relevant financial metrices.
  Drive qualitative and quantitative analyses, demonstrate sound judgment in developing financial models and ability to assess the reasonableness of the drivers and trends.
  Able to put together a valuation model with integrity and with outcome which decision makers required for decision making.
  

2.Analytical Skills/ Assessment of Transaction

• Identify key transaction risks and recommend mitigants.
• Proficiency in understanding of the economics of the business and identify key business drivers and value creation levers. To perform sanity checks and challenge business case assumptions.
• Ability to synthesise and analyse financial and business information coherently and succinctly.
• Ability to bring together a variety of perspectives and sources – both public and private – to deliver impactful analyses that supports high-level strategic decisioning.

3.Project Management Skills

• Display ownership in projects and being proactive in planning execution timeline in advance, including approving authority, approvals to be sought and identifying relevant subject matter experts and team members.
• Schedule kick-off meeting, regular and appropriate updates to various stakeholders, working sessions (internal and external).
• Overall organisational skills, managing timelines, deliverables, stakeholders and external parties.
• Collaboration skills and ability to work well both as part of a team and independently.
• Preparation of briefing and approval packs independently and deliver per timeline.
• Execute transaction per expectation of senior management.

4. Executive Engagement

• Able to present issues in a simple and succinct manner
• Lead in project discussions with key stakeholders
• Ability to respond with a sense of urgency

5. Structuring

• Structuring of transaction to achieve commercial objectives of Singtel and counterparty
• Develop active management and value creation strategies

Skills for Success:

• At least 5 to 8 years’ of experience in investment banking and / or Big 4 valuation/ modelling team which demonstrates significant deal experience and a keen understanding of financial markets.
• Advanced skills in Excel, VBA and ability to create macros would be a plus. Skills in Word and PowerPoint

Rewards that Go Beyond:

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

• Support Singtel’s global offices International Data and Manage Services requirement
• Develop competitive pricing proposals to enhance our win rate
• Work closely with internal and external stakeholers to propose the best price-value solution to our customers that is inline with our bid strategy
• Conduct win loss analysis to enhance our pricing competitiveness
• Stay updated with best practices and meet financial KPIs such as, win rate and margin
• Lead digitial initiatives with objective to improve productivity and sharpen pricing benchmark
• Adopt a zero tolerance for non-compliance of financial and regulatory guidelines
• Conduct joint customer visits with our Account teams

Skills for Success:

• Diploma or degree in Marketing, Business Studies or Engineering
• 5 years working experience in Bid, Pricing or ICT industry
• Excel (Intermediate)
• Experienced with BI tools
• Telecommunication, AI or machine learning experience will be an advantage
• Able to work well both independently as a pricing professional and collaboratively as part of a team

• Provide timely day to day responses to Sales’ quotation requests and pricing analysis with objectives of meeting KPIs such as win rate, total contract value and turnaround time.
• Ensure proposed pricing is in line with overall win price and target margin.

1. To conduct solution review and provide guidance to Solution Manager and Sales on the most cost effective solution.
2. Coordinating, presenting findings and making recommendations to gain executive management approval for customer submissions.

• Work closely with partners and Global Alliance to achieve a better cost structure and derive competitive end-to-end pricing.

1. To conduct pricing benchmark in accordance to various solution types.
2. To provide competitiveness feedback to GA / Product on various partners / countries.
3. To negotiate effectively with internal and external stakeholders so as to improve our margin and still remain price competitive.

• Provide feedback on market prices to team lead.

1. To analyze business case and conduct scenario simulation.

• Serve as a SPOC for at least 6 key accounts.
• Support at least 5 DIY bids and 4 complex cases that involves multi tower products like Managed Services, Connectivity etc
• Adhere to financial / regulatory governance and various empowerment frameworks.
• Utilizing various internal tools and financial systems to prepare reports and conducting analysis.

1. Supporting automation initiatives and process improvement with objectives to improve turnaround time and win rate.
2. Taking on any additional cross functional support duties when called upon.

Skills for Success:

• Diploma or degree in Marketing, Business Studies, Finance or Engineering
• 3 years working experience in Bid, Pricing Management, or ICT industry.
• Advanced Excel skillset
• Strong analytical skills with ability to understand and interpret data as well as being able to present data in a compelling manner.

• Lead and manage end-to-end bidding pursuit process. Be the overall-in-charge of RFP document development, preparation and to ensure high quality proposals are submitted on time.
• Direct the pursuit strategy to properly position the firm’s market leadership, capabilities, resources, and overall credentials to win the new business opportunity.
• To perform effective engagement with bid stakeholders, customers, overseas offices and partners for bid submission.
• Work closely with Sales to understand customers’ requirements and business environment in order to formulate bid win strategies and value proposition for proposals.
• Manage and negotiate with partners and vendors’ on commitments and commercial terms.
• Ensure bid proposals adhere to finance and legal guidelines; Manage risk log and mitigation plan.
• Drive commercial strategy and manage customer contract and commercial deliverables
• Work with Pricing and Finance stakeholders to ensure proposed pricing is in line with overall bid strategy, establish pricing structure that meets business/corporate target margins and have gained internal approvals for customer submission.
• Facilitate deal presentation and contract negotiation with customers.

Skills for Success:

• Degree in Business Studies, Engineering or Economics
• Minimum 6 years relevant working experiences
• Previous bid management experience in IT-related or telecommunication industry
• Experienced in Project Management Skill, Demonstrating Contract Negotiation Skill and Financial Analysis and Modelling
• Good to be certified in the following:

1. PMP Accreditation
2. APMP Accreditation
3. IACCM Accreditation

Be a part of something BIG!

The Business Planning Manager role is essential for driving data-informed decision-making and ensuring financial accuracy. As the Single Point of Contact (SPOC) for dashboard management, the role ensures seamless data integration, user-friendly interfaces, and adherence to governance standards. Additionally, it supports financial forecasting by developing precise models and conducting comprehensive performance analysis. The role also tracks key revenue drivers and provides timely insights to the Enterprise Product team, enabling the organization to proactively address budget gaps and enhance financial performance.

Make an Impact by:

Dashboard Development and Data Schema Expertise:

• Serve as the lead Single Point of Contact (SPOC) and data schema expert responsible for designing and maintaining interactive dashboards in Tableau and Power BI.
• Lead the migration of data from multiple sources to a singular platform to streamline reporting and analysis.
• Collaborate with IT and data management teams to ensure seamless data integration and compliance with data governance standards.
• Work with stakeholders to identify key performance indicators (KPIs) and data requirements, ensuring dashboards effectively visualize financial performance and operational metrics.
• Facilitate informed decision-making by ensuring dashboards are user-friendly, accurate, and aligned with business objectives. Provide training and support to team members on dashboard functionalities and data interpretation.
• Manage the maintenance of Power BI and Tableau, including workspace administration and user access management.

Financial Planning and Forecasting:

• Develop comprehensive financial models and templates for operational revenue (OR) and driver analysis, ensuring accuracy and alignment with business goals.
• Translate business challenges into statistical problems and conduct data analysis.
• Prepare in-depth presentations for the VP, delivering timely and precise financial submissions on behalf of the Enterprise Product team.
• Present key findings, insights, and business recommendations to stakeholders using data storyboarding and visualization techniques.

Performance Monitoring:

• Prepare monthly rolling forecasts and the Annual Operating Plan (AOP) for Enterprise Product, emphasizing financial improvements.
• Track revenue and driver KPIs, monitor progress toward targets, and address budget gaps by providing timely insights and recommendations to senior leadership.

Skills for Success:

• Degree in Business Analytics, Accounting or Computer Science from a recognized university
• 3 to 5 years
• Accountancy, IT and Business
• Proven experience in financial planning, budgeting, and forecasting, preferably within an Enterprise Product environment.
• Strong expertise in dashboard development using Tableau and Power BI, with a deep understanding of data schemas and visualization best practices.
• Excellent analytical skills to develop financial models and templates for operational analysis.
• Strong analytical skills with a good eye for detail.
• Keen interest in the business and its operations and processes. Able to work in a dynamic and fast paced environment, and to meet critical deadlines.
• Demonstrates strong skills in working independently while also effectively collaborating with various teams and stakeholders.
• Strong communication / writing ability and able to communicate complex concepts to persons of various backgrounds
• The ability to lead, communicate clearly, think creatively, solve problems, build strong relationships, manage time effectively, pay meticulous attention to detail, and empathize with participants is essential for event planning

Rewards that Go Beyond:

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Make an Impact by:

• Lead in the network design, implementation, and support on end-to-end bilateral infrastructure set up with partners via Landline and domestic backhaul infrastructure, including the Data Center / Facility providers.
• Plan, deploy, optimize and provide support to maintain the Singapore Backhaul Infrastructure network and overseas International Leased Circuit (ILC) network including network design, capacity planning and monitoring, and patch management.
• Manage contractors and internal stakeholders to perform roles such as site survey, installations, and service activations and ensure milestones are tracked and delivered within a given requested date.
• Source and procure the ILC equipment and relevant support systems through tenders and other sourcing activities.
• Enable the day 2 support structure by Operations team after implementation.
• Proactively lead the continuous network optimization initiatives including the Poion of Presence (POP) and services migration exercise.
• Provide support for Customer Solution and Product Team for strategic customer opportunities (RFP, project implementation, etc) including liaising with multiple vendors and partners.
• Responsible for the inventory record in backhaul infra network in Digital Inventory (DI) system including the bilateral fiber connectivity with partners.
• Enhance the features and usability of the DI to support ILC and E-line services by working with the portal development team and relevant stakeholders and how the circuit assignment can be optimized/automated through DI.
• Partner with cross-functional teams in Singtel to integrate ILC equipment, NMS and DI with Internal systems.
• Perform all other duties and responsibilities as assigned by supervisor.

Skills for Success:

• At least Bachelor's Degree in Electrical & Electronics, Computer Science/Information Technology/Engineering (Computer/Telecommunication) or equivalent.
• At least 3 years of experience in the communications industry with a Telco / Managed Service Provider environment.
• Good technical knowledge and relevant skillset to handle Layer 0 on Dark fibre, DWDM, ASON, OTN, L2 Ethernet, SDH and IP Network technology and platforms.
• Experience and exposure to industry leading DWDM and OTN platforms such as Ciena, Nokia, Infinera, Huawei, etc.
• Experience in developing, managing and evaluating the technical and commercial aspects of RFP/ Tender specifications for system solution.
• Keen interest in optical network and collaboration technology development and industry trend.
• Strong verbal and written communication skills, confident in dealing with various external and internal stakeholders with a customer-focused attitude.
• Able to work independently, play a hands-on role and adapt in a challenging and fast-paced environment.
• Eager to learn and driven to deliver result.
• Flexible and open to different perspective and approaches on project implementations and assignment.
• Proficient in Microsoft Office tools.
• Project Management.

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

• Support Singtel’s global offices International Data and Manage Services requirement
• Develop competitive pricing proposals to enhance our win rate
• Work closely with internal and external stakeholers to propose the best price-value solution to our customers that is inline with our bid strategy
• Conduct win loss analysis to enhance our pricing competitiveness
• Stay updated with best practices and meet financial KPIs such as, win rate and margin
• Lead digitial initiatives with objective to improve productivity and sharpen pricing benchmark
• Adopt a zero tolerance for non-compliance of financial and regulatory guidelines
• Conduct joint customer visits with our Account teams

Skills for Success:

• Diploma or degree in Marketing, Business Studies or Engineering
• 5 years working experience in Bid, Pricing or ICT industry
• Excel (Intermediate)
• Experienced with BI tools
• Telecommunication, AI or machine learning experience will be an advantage
• Able to work well both independently as a pricing professional and collaboratively as part of a team

The Service Manager is responsible for enhancing the customer experience for VVIP clients by fostering strong service relationships and acting as the single point of contact for escalated operational issues.

Key responsibilities include overseeing day-to-day fault management for critical incidents, providing regular updates, and ensuring timely resolutions.

The Service Manager will manage the planned maintenance cycle for critical customer services and ensure service performance aligns with contractual agreements.

The Service Manager will conduct monthly network performance reviews, which involve discussing previous meeting minutes, presenting network availability reports, and developing improvement plans for prolonged outages and recurring issues.

The role requires a proactive approach to managing service levels and continuous improvement in service delivery.

• To achieve a high standard of customer service and retaining the customer-base with a stabilized customer network.
• To achieve a “Good and Excellent” survey score for the customer survey via CE customer survey and CSat customer survey.
• Conduct the network performance review with customer(s) monthly and to ensure that the performance of services to customer as agreed in the contract meet the service level agreement.
• Improvements in the service availability (%) and reduction in fault tickets through implementation of service improvement plans; and improvement in subsequent survey score.
• Overseeing the entire planned maintenance cycle for customer’s critical services by coordinate approval for maintenance work and notification

Skills for Success:

• Bachelor’s degree in information technology, Telecommunications, Business Management, or a related field.
• Relevant certifications in service management (e.g., ITIL) are a plus.
• Minimum of 5 years of experience in service management, customer service, or account management, preferably in a telecommunications or IT environment.
• Strong understanding of network management, fault management processes, and service level agreements (SLAs).
• Familiarity with network performance monitoring tools and reporting metrics.

Make an Impact by:

• Manage the product and corresponding lifecycle of Singtel’s Managed Services portfolio including managed WAN and SD-WAN solutions.
• Manage the product cost structure, cost optimization, roadmap, commercial model and product P&L.
• Manage the product policies, performance and streamline processes within Singtel. Ensure comprehensive documentation of processes and product specification.
• Work closely with all stakeholders to ensure product requirements are well supported and integrated into OSS and BSS systems.
• Provide business case analysis to support new services and customization of existing product offering to meet specific customer needs.
• Understand the market needs, keep abreast of technology developments/trends and competitive situation.
• Plan and develop new products, features, capabilities, product positioning, pricing, benchmarking against competitor to ensure product is relevant, competitive, and meeting market needs.
• Enable technologies and service delivery partners for Singtel Software Defined services, constructing a cost-effective end-to-end service for the enterprise customers.
• Enable sales team to upsell services to accelerate customers’ digital transformation efforts.
• Review and manage product terms and conditions, partner contract and agreement.
• Develop and execute marketing strategies including market segmentation and positioning.

Skills for Success:

• Degree in Business, Marketing, Computer Science or Engineering degree.
• Minimum 3 years of experience in product management or product development experience, at large enterprises or innovative start-ups.
• Experience in managed services, cloud-based services and/or customized managed services offering.
• Interest in developing service and initiatives that promote end-user experience through runbooks, automation and toolkit with stakeholders.
• Good written and verbal communications skills.
• Keen sense of technology developments, market trends, and needs of the enterprise business market.
• Have the drive, energy and commitment to succeed in winning in a competitive market environment.
• Demonstrable track record of success.

Rewards that Go Beyond

• Full suite of health and wellness benefits.
• Ongoing training and development programs.
• Internal mobility opportunities.

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Make an Impact by:

• Enable and support Singtel 5G connectivity business by being the 5G SPOC to technical and sales team, ensuring effective GTM and sales support of 5G product portfolio.
• Work with 5G product engineering team and network team to ensure successful implementation and testing.
• Ability to perform business case analysis, to commercialize and productize new products and features.
• Driving the development of product strategy and roadmap.
• Support sales and business development for pricing and proposal creation.

Skills for Success:

• 5 or more years of experience in product management.
• Understanding of mobile technologies and IP networking.
• Financial literacy.
• Ability to engage technical customer.
• Pro-activeness and a desire to learn.
• Aptitude for working in a dynamic and fast-paced environment.
• Good teamwork and interpersonal skills.
• Demonstrable experience with working and managing partners.
• Ability to translate processes into a virtual process flow.
• Self-driven and able to work independently but also work well cross functional teams.
• Negotiation skills.
• Experience in handling product management for Enterprise market.

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.