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Manager, Service Delivery & Assurance
HomeCareers Manager, Service Delivery & Assurance

Manager, Service Delivery & Assurance

Job Brief

Our Investors

SPTel is a joint venture between ST Engineering and SP Group and since 2017, SPTel has embarked on a journey to transform the business from a passive infrastructure leasing company into an advance digital services provider. Since then, SPTel has launched several key services into the market such as Software Defined Network (SDN), IOTaaS, Edge Computing, Managed Services and Enterprise Mobility.

Job Briefs

The purpose of the role is to take responsibility of the customer relationship management to deliver quality services from pre-sales engagement to delivery and post-sales support for strategic or assigned customers.

The candidate should be passionate with building close relationships with customers and provide strong rapport and support to them.

Responsibilities

Responsibilities:

  • Build and grow the customer relationship management and be the single point of contact for key customers assigned

Project management to ensure smooth and timely service delivery. This includes:

  • Clear communication of deliverable KPIs, milestone checks and measurable
  • Creation of detailed project organizational structure and responsibility matrix
  • Creation of Project Plans, including Scope of Work, Schedule, Communication Plan, Quality Control Plan, etc

Service management to ensure strong customer relationship and trust. This includes:

  • Acting as a representative for customer as a Single Point of Contact to bridge between customer and SPTel
  • Understanding the customer’s environment and needs, to assist during the recovery of fault incidents and keeping customer constantly informed of the resolution progress
  • Regular reviews and reporting to keep customers updated on the performance of the services subscribed

Requirements

  • Degree or Diploma in Telecommunication, Computer Engineering, or IT related field
  • 3 – 5 years’ experience in project management, delivery or assurance support, preferably in telco infrastructure environment
  • Passionate to work with multiple parties, including customers, contractors, and other service partners to ensure service is delivered according to committed datelines
  • Strong technical knowledge of network infrastructure and Data Centre operation
  • Good understanding in networking, e.g. WAN/LAN, TCP/IP etc
  • Familiar with site deployment of in-building telco’s facilities and assets is preferred
  • Ability to work independently and collaboratively with contractors, colleagues, and Data Centre
  • Independent, self-driven, highly customer focused and able to work under high-pressure environment especially during emergency restoration of services
  • Good communication skills, keen to learn and a team player
  • Possession of Project Management Professional (PMP) or Prince2 certification, and Qualified Class 3 Driving License is preferred
  • Assist in other operational tasks as required
  • Only Singaporeans or SPRs may apply

Applying for Manager, Service Delivery & Assurance

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