At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.
In this role, you will own end-to-end service delivery for a strategic Singapore government account, ensuring SLA adherence, audit readiness, and high-quality stakeholder communication. You will act as the bridge between client stakeholders and internal technical teams, translating root cause analyses into clear, business-ready reports while driving continuous service improvement. This is a hands-on, detail-oriented role requiring strong documentation discipline and comfort working within strict governance frameworks. You will thrive is this role if you have experience managing and translating business requirements with precision, and relaying them effectively to technical teams
What you will be doing
Client and Stakeholder Management: Act as the primary service delivery point of contact for the assigned government client, build trusted relationships, and run regular operational and steering committee meetings to review service performance, incidents, and improvement plans.
Ticket and Escalation Management: Monitor, manage, and coordinate incident, problem, change, and release tickets across Technology, Operations, and Customer Success teams to ensure timely resolution within agreed SLAs.
SLA Governance and Reporting: Track, report, and ensure adherence to contractual service levels, produce accurate monthly and ad-hoc reports, and present service performance insights to both client and internal stakeholders.
Incident and Root Cause Communication: Review technical investigations and root cause analyses from engineering teams, translate them into structured, client-ready incident reports, and ensure audit-compliant documentation.
Service Improvement and Preventative Actions: Conduct trend analysis, identify recurring issues, propose corrective and preventative actions, and own service improvement plans to enhance stability and performance.
Service Management Framework Execution: Apply ITIL-aligned practices across incident, change, problem, and release management to maintain governance, traceability, and operational control.
Technical Interface with Engineering: Work closely with technical support, engineering and product teams to understand infrastructure design, database and enterprise software components, and web application environments in order to effectively coordinate troubleshooting and communicate impact.
Documentation and Knowledge Management: Maintain and update the Service Management Plan, ensure knowledge base articles are accurate and current, and uphold documentation standards required for government audits.
Cross-Functional Collaboration: Partner with commercial and project teams to understand client context, upcoming changes, and delivery timelines, ensuring service considerations are embedded in ongoing initiatives.
We’d love to hear from you if you have
Government Sector Experience preferred, but not mandatory: 5+ years of relevant experience managing service levels for Singapore government projects or accounts of similar scale, with direct exposure to governance and audit environments.
Service Level Management (SLM) Experience: Proven experience acting as a Service Level Manager for high regulation organisations.
ITIL Certification and Practice: ITIL Foundation certified (ITIL v3 or ITIL 4), with strong, hands-on application of ITIL practices including Incident, Problem, Change, and Release Management within structured, SLA-driven environments.
Technical Foundation: Practical experience supporting technical cloud or enterprise software solutions, with a high level understanding of infrastructure design, databases, and web application environments (e.g. JavaScript-based systems) sufficiently to engage technical teams and interpret root cause analyses.
Government Commercial Cloud (GCC) Exposure: Experience supporting solutions within GCC environments is preferred. Exposure with AWS or alternative cloud environments is sufficient.
Incident Reporting and Documentation Skills: Demonstrated ability to produce clear, structured incident reports and maintain detailed documentation suitable for audit and compliance requirements.
Stakeholder Communication: Strong written and verbal communication skills, with the ability to translate complex technical issues into business-friendly language for senior stakeholders.
Project and Coordination Skills: Experience coordinating multiple concurrent initiatives, managing timelines, and aligning cross-functional teams to meet service objectives.
Analytical and Problem-Solving Capability: Ability to analyse complex service situations, identify root causes, and drive effective corrective and preventative actions.
Contact Centre or CX Solutions Exposure: Familiarity with Contact Centre or customer engagement solutions is advantageous.
What would you get?
Training and Development
Discretionary Yearly Bonus & Salary Review
Healthcare Coverage based on location
20 days Paid Annual Leave, plus other leave allowances
Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.
