Service Level Manager
Customer Experience
CBD, Central Singapore, Singapore
Job description
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Requirements Gathering and Analysis
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Collaborate with commercial, project, and product teams to understand client business operations, infrastructure design, and environmental setup.
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Develop and propose tailored action plans to meet and exceed client-specific service level requirements.
2. Ticket Management and Service Level Monitoring
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Monitor, manage, and resolve tickets and escalations across internal and external stakeholders.
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Conduct regular client meetings to address issues and ensure service expectations are met.
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Track, report, and ensure consistent achievement of agreed service level metrics.
3. Service Improvement and Documentation
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Perform trend analysis to identify recurring issues and opportunities for improvement.
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Recommend and implement corrective and preventive actions.
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Develop, own, and drive service improvement plans to enhance service delivery.
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Maintain and update the Service Management Plan, ensuring knowledge base articles remain relevant and current.
4. Service Level Reviews and Meetings
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Conduct periodic steering committees, incident reviews, and problem management reviews.
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Lead regular service delivery reviews to assess performance, identify risks, and evaluate client satisfaction.
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Produce and present monthly service performance reports to clients and internal stakeholders.
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Possess a minimum of five (3) years of relevant experience in managing service levels of government projects or projects of similar scale.
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Proven track record as a Service Level Manager (SLM) or Project Manager for IT solution implementations.
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Deep understanding of service management principles, frameworks (e.g., ITIL), and best practices, including Incident Management, Change Management, Problem Management, and Release Management.
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Strong interpersonal and communication skills, with the ability to build and maintain stakeholder relationships, manage expectations, and ensure satisfaction.
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Solid project management skills, with the ability to plan, organize, and coordinate multiple initiatives, resources, and deliverables simultaneously.
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Skilled in analyzing complex situations, identifying problems, determining root causes, and proposing effective solutions.
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Critical thinker with the ability to make sound decisions under pressure to address service- or solution-related challenges.
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Continuous improvement mindset with the ability to proactively identify areas for process enhancement, implement changes, and drive efficiency.
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Must be Singaporean or PR