Total 1,337 Manager level Customer Service job vacancies

Key Responsibilities

Operations & Administrative Management

• Ensure full compliance with MSF statutory requirements, including the submission of '6-monthly Returns,' SCFA Subsidy renewals, and bi-annual fire drills.
• Monitor fee collections, manage the centre’s budget, and ensure resource maximization.
• Oversee manpower deployment, maintain SOPs, manage inventory, and supervise food catering quality.

Programme & Project Management

• Design and lead engaging holiday programmes, character development workshops, and enrichment activities.

Staff Development & Leadership

• Provide on-the-job training, coaching, and mentorship to programme staff.
• Identify training needs and foster a cohesive, high-performing team environment.

Student & Family Support

• Oversee student academic progress and behavioural management; provide regular, constructive feedback to parents.
• Act as the primary bridge between the centre and families, ensuring emotional and learning support needs are met.

Marketing & Community Outreach

• Drive marketing efforts to maintain healthy enrolment rates and manage official communications.
• Liaise with schools, community agencies, and volunteers to enrich centre programmes.

Job Requirements

• Diploma / Bachelor’s Degree (preferably in Education or a related field).
• Minimum 3 - 4 years in the education industry.
• Prior experience in pre-school education or Student Care settings is highly preferred.
• Strong understanding of MSF operational requirements.
• Proven leadership and organizational capabilities.
• Excellent interpersonal and communication skills.
• Proficiency in Microsoft Office Suite.
• Standard First Aid certification is an advantage.

Are you passionate about education and enjoy working in a people-focused environment?

Our client is a leading literacy-based learning organisation with over 20 years of experience. They’re looking for an Assistant Centre Manager to lead their centre teams in ensuring smooth daily operations and exceptional learning experiences for their students and parents. This is a great opportunity for someone who enjoys managing people, improving processes, and driving results in a dynamic, people-centric environment.

Key Responsibilities:

• Lead and manage centre teams in the day-to-day operations of assigned learning centres.
• Ensure teams adhere to Standard Operating Procedures (SOPs) for smooth and consistent business operations.
• Train, mentor, and coach new hires and existing team members to maintain service excellence.
• Plan and manage staff rosters to ensure sufficient manpower during all operating hours.
• Collaborate with the Customer Service team to resolve customer queries professionally and promptly.
• Work with the Enrolment team to implement enrolment strategies and meet centre enrolment targets.
• Collaborate with the Teachers Team Lead on teacher deployment and operational needs.
• Coordinate with the Business Planning team on timetable optimization and centre efficiency.
• Oversee centre administration, including payments, petty cash, and record-keeping.
• Uphold student welfare and centre standards, ensuring a safe, clean, and conducive learning environment.

Requirements:

• Diploma or higher in Business Administration/ Sales/ Marketing
• Min 2 years of experience in operations, preferably in education, retail, hospitality or other customer oriented industries
• Strong leadership, communication, and people management skills
• Excellent organisation skills
• Proficient with MS Office and Excel
• Willing to work both weekends and three weekdays

Safran Aircraft Engines is currently seeking a skilled and enthusiastic professional to join our team as Senior Customer Support and Program Manager (CSPM) for APAC region.

The Senior CSPM will report to the Regional Director for Customers Operations in India and Asia-Pacific within Support & Services Division, and work in transverse with the Commercial Engines Sales, Quality, Maintenance & Finance teams

He/she will have two main missions:

- 1/ Manage Customers' relationship: For Airline customers in Asia region, you will be in charge of Customers' relationship management (for both support and services) and all related business and operations. Your main objectives will be Customers satisfaction and contracts profitability.

o You will be in charge of a portfolio of Customers in Asia region:

- Singapore, Vietnam, Malaysia, Japan, South Korea, …

- With major CFM Customers such as Singapore Airlines (30aircraft), VietJet (50 aircraft – 200 to be delivered); Japan Airlines (60 aircraft), Asiana (25aircraft), …

o You will animate / coordinate in a transversal mode the Customer Team (CT), meaning all the company members in interface with the Customer to ensure a good alignment on the strategy and the communication.

o You will ensure Customer satisfaction, define and implement the customer engagement plan

o You will have ownership for meeting economic objectives defined for the year (Turnover, Profitability, Cash)

o You will also manage contracts long term profitability and contribute to profitability of future contracts, in relation with Sales. For Customers under your direct management, you will have to define a clear CFM strategy, path, actions plan, in coordination with our partner GE for the execution of the contract and the protection of its profitability.

o You will ensure that CFM meets its contractual obligations to Customers, prepare and support Entry Into Services and fleet program implementation, manage MRO performance (both in TAT and costs)

o At last, you will alert in case of difficulties or anticipated difficulties in the contract execution or for Customers' insatisfaction.

- 2/ Be GE's referent for APAC region: Under Regional Leader supervision, you will act as a point of contact for GE teams in the APAC area with the objective of ensuring that Safran's interests are taken into account and that One CFM best practices are deployed.

o In close coordination with our GE's counterparts, you own responsibility for building a trustful and demanding relationship between SAE and GE teams (Support, Services and Sales), on top of the one with Customers.

o You will support others SAE's local CSPMs, and help to build a proactive relationship with GE management, in order to be able to deal with most of topics, and avoid management escalation each time possible.

Required Qualifications and skills:

1. Proven experience of minimum 8 years as a Customer Manager or similar role in an international environment, with a passion for aviation industry.

2. Excellent project management skills, with a track record of successfully managing complex projects from start to finish.

3. Strong ability to build and maintain relationships with Customers, demonstrating exceptional interpersonal and communication skills, with appetite for business trips.

4. Highly organized and detail-oriented, with the ability to prioritize tasks effectively and meet deadlines, in high autonomy.

5. Demonstrated problem-solving and analytical skills, with the ability to think creatively and deliver effective solutions.

6. Proficiency in utilizing management software and other relevant tools to track Customer interactions and manage projects.

7. Excellent presentation and persuasion skills.

8. Bachelor's degree) in Engineering, Business Administration or a related field.

Role Overview

The Service Delivery Manager (SDM) is accountable for the end-to-end governance, delivery, and continual improvement of managed IT services across both underlay and overlay environments (network, infrastructure, cloud, and security). The SDM ensures operational excellence through disciplined process management, proactive stakeholder engagement, and alignment with ITIL, ISO, and customer governance standards.

The SDM plays a dual role, strategic partner to the customer and operational leader to internal teams driving performance, compliance, and continuous service maturity.

Key Responsibilities:

Service Delivery & Operational Excellence

• Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
• Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
• Maintain service continuity and incident response readiness, including after-hours escalation management.
• Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
• Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).

ITIL Governance, Risk & Compliance

• Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
• Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
• Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
• Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
• Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
• Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.

Stakeholder & Customer Management

• Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
• Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
• Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
• Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
• Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.

Operational Support & Coordination

• Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
• Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
• Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
• Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
• Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper-care, acceptance testing).

Reporting, Metrics, and Compliance

• Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
• Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
• Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
• Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real-time health visibility.

People & Resource Management

• Manage and mentor shared pools of engineers (L1–L3) across multiple service domains.
• Oversee workload allocation, shift rosters, and on-call readiness, ensuring 24×7 coverage and staff well-being.
• Lead performance reviews, coaching plans, and skill development, aligning to service needs and ITIL maturity goals.
• Support hiring, onboarding, and succession planning to maintain operational stability.

Strategic Service Improvement & Transformation

• Lead service transformation initiatives, aligning operations to cloud-native and automation-first models.
• Collaborate with solution architects and PMO to ensure smooth service transition and continual improvement.
• Drive efficiency gains through SOP refinement, AI-Ops, automation, and proactive monitoring adoption.
• Support leadership in developing innovation roadmaps and service maturity frameworks.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
• Proven experience managing multi-agency or multi-customer clusters with shared operational teams

Technical Expertise:

• Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
• Proficient in ITIL v4 processes and governance; ITIL certification preferred.
• Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
• Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).
• Experience in change control, incident RCA, and problem management.
• Working knowledge of compliance standards (ISO27001, ITSM audit, or GovTech OCP/ORA).

Soft Skills:

• Strong leadership and communication skills with the ability to influence cross-functional teams.
• Excellent stakeholder engagement and customer relationship management.
• Analytical mindset with a continuous improvement and risk mitigation focus.
• Ability to manage multiple priorities in a fast-paced environment.

To scrutinize trade documents and raise requests for trade transactions to be processed by Trade Services Unit, ICICI Bank Limited, India – our Outsourced Service Provider for trade transactions.

Carry out the running of the day-to-day processing for trade finance related activities such as letters of credit advising and/ or confirmation, bills discounting, bills rediscounting, import letters of credit issuance, import bills, banker’s guarantees, export bills and purchase of trade assets

Liaise with clients, RM & CSM for resolution of discrepancies raised by TSU and monitor transaction closure.

Coordinate with Service Provider, Trade Services Unit (TSU), in carrying out trade finance processing.

Ensure collection of all fees involved in Trade Finance related activities such as LC fees, participation fees, etc. and ensure proper settlement of such fees

Ensure timely and accurate application of funds for settlement of import bills and realization of export bills.

Responsible for the safe-keeping of trade finance documentation.

Responsible for scanning of facility documents in safe custody system.

Responsible for scanning AML/ KYC documents, relating to on boarding banks, to COPS for doing AMLOCK checks.

Maintain close communication with internal customers such as Corporate and Institutional Banking, Credit & Compliance, Treasury, Finance, etc.

Assist in providing ad-hoc MIS and regulatory reporting

SOX attester performing testing and walkthrough activities annually.

Any other relevant task or project as assigned by the Reporting Manager

Minimum 1 year of relevant banking experience

Company Overview

Peirce Capital holds a CMS licence from the Monetary Authority of Singapore. Based in Singapore, it offers accredited and institutional investors private equity, credit, wealth planning, asset management, and advisory services with tailored solutions for long-term value creation.

Job Summary

Support fund management operations by performing administrative tasks, conducting market research, reviewing NAV reports, maintaining documentation, and assisting with KYC/AML processes to ensure compliance and efficient business operations.

Responsibilities

• Perform administrative duties including clerical tasks and managing office inventory to support smooth daily operations
• Ensure strict adherence to internal procedures and compliance policies to maintain operational integrity
• Maintain and strengthen client relationships by coordinating and supporting client visit planning
• Conduct market research and provide analytical support to management for informed decision-making
• Review and analyze periodic NAV reports to assist in fund performance monitoring
• Maintain and update fund-related and internal documentation accurately and timely
• Support cross-functional business operations to facilitate collaboration and efficiency
• Assist with KYC/AML processing and documentation to ensure regulatory compliance

Preferred competencies and qualifications

• Diploma in Business, Finance, Accounting, or related field; fresh graduates are welcome to apply
• Experience in administrative, operations, or fund management support with basic knowledge of fund operations, NAV reporting, and KYC/AML requirements
• Proficiency in Microsoft Office applications including Excel, Word, and PowerPoint
• Strong organizational skills with keen attention to detail
• Effective communication and interpersonal skills in English and Chinese
• Ability to multitask and work independently in a fast-paced environment
• High level of integrity and commitment to compliance standards

Product area

Google's Large Customer Sales (LCS) teams are strategic partners and industry thought leaders to the world's leading brands and agencies. We continuously challenge how customers think about their business and how  

Google can support growth. We focus on helping these players navigate profound industry shifts and drive outsized business performance by competitively selling Google's full suite of advertising solutions across Search, YouTube, Measurement, and more. As a member of our LCS team, you'll have the unique opportunity to sell at the forefront of technology, collaborating with executives, influencing market-shaping strategies, and delivering tangible results that significantly impact major global businesses and drive the growth of Google.

Job description

Businesses of all shapes and sizes rely on Google’s unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.

Additional job description

As an Account Manager, you will develop an understanding of the advertising industry or verticals to protect and contribute to business growth. You’ll work on tasks within the scope of the team's account plan, supporting and identifying customer needs and translating their objectives into action through campaign implementation, optimization, campaign expansion, and core account hygiene. You will also support provision of data-driven strategic and tactical recommendations to customers, partner teams, and leadership based on analyses and utilize insights to influence others and drive change, and to support customer growth to help ensure Google’s solutions are presented to customers.

Qualifications

Job responsibilities

• Build and manage relationships with clients, and develop an understanding of their business issues, marketing objectives, and success metrics.
• Build an in-depth knowledge of how Google advertising products work and can be used to help meet a wide range of marketing objectives, sharing best practices and troubleshooting complex issues for the team.
• Work proactively and cooperatively with internal and external stakeholders to ensure workflows and projects are completed on time to a high standard.
• Plan for, and achieve, business growth targets, through the presentation of Google advertising products/solutions that will help clients to meet their marketing objectives.
• Deliver consultative business growth recommendations by leveraging data-driven analyses, AI tools, and emerging technologies to meet client objectives and support annual planning.

Minimum qualifications

• Bachelor's degree or equivalent practical experience.
• Experience in advertising, consultative sales, business development, online media environment, or marketing role.
  

Preferred qualifications

• 1 year of experience in the digital media space, and campaign management using Google Ads platform.
• Expertise in analytics, AI tools, and business acumen to conduct data-driven analyses and translate complex marketing objectives into actionable, high-impact Google solutions at scale.
• Knowledge of Google advertising products across search, apps, YouTube, and display.
• Ability to multitask and grow in fast-paced environments while working toward strategic goals.
• Excellent communication and influencing skills, with the ability to build client relationships and collaborate effectively with stakeholders to drive seamless project execution.

Job Duties:

• Responsible for servicing corporate customers on account servicing and handling of trade and credit related products enquiries for small businesses. While servicing customers, you are also required to review customer accounts and transactions according to the organization's procedures, and within regulatory and compliance guidelines.
• You will need to work independently and take ownership of issues, handle customers’ queries professionally and efficiently with the ability to retain huge amount of product and service knowledge.
• You are expected to be customer centric, be able to identify areas for process improvements, and work closely with internal stakeholders to enhance operational efficiency and customer experience.
• Stationed at the Singapore head office, handling customers virtually either via voice or video call.
• On-the-job training will be provided to facilitate understanding of internal banking processes and appropriate customer communications, guided by the unit’s Team Leader or experienced Service Manager.

Period: 6 month contract, potential for conversion to a permanent position subject to performance and availability

Location: Raffles Place 

WorKing Hours: Monday to Friday, 9am to 6pm

Salary: Up to $3500

Job Requirements:

• Minimum Diploma or Degree in Business, Banking & Finance, or a related discipline
• Prior experience in bank customer service, including both frontline (branch) and call centre environments, account servicing, or banking operations will be an advantage

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

tracy@successhrc.com.sg (Reg No: R1107390)

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)
160 Robinson Road, #13-07/08/09 SBF Center, Singapore 068914
T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg

The Cloud Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery and management of cloud services, ensuring SLAs, customer satisfaction, and operational efficiency. This role involves working closely with cross-functional teams, including Cloud Operations, DevOps, and Cybersecurity, to drive high standards in service delivery and continuous improvement.

Key Responsibilities:

• Service Delivery Management -Manage the delivery of cloud services across AWS or Azure environments, ensuring alignment with SLAs and customer expectations. Oversee the daily operations of cloud environments, including incident management, change control, and problem resolution.
• Act as the primary point of contact for clients, addressing their needs, concerns, and requests promptly and professionally.
• Cloud Operations and Monitoring- Implement and monitor dashboards and tools (e.g., CloudWatch, Azure Monitor) to ensure real-time health and performance visibility of cloud environments. Proactively identify issues and work with the engineering team to resolve incidents and perform root cause analysis. Lead continuous improvement initiatives to optimize cloud service performance and cost efficiency.
• Stakeholder and Client Engagement- Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally. Coordinate with internal teams to ensure service adjustments meet evolving client requirements.
• Resource and Capacity Management- Oversee cloud resource allocation and capacity planning to ensure optimal service delivery and performance.
• Ensure resource adjustments are made in response to forecasted demand and workload trends.
• Governance, Compliance, and Security -Ensure that cloud services comply with internal policies, standards, and external regulatory requirements.
• Collaborate with cybersecurity teams to monitor and maintain security controls, addressing any vulnerabilities proactively. Reporting and Documentation Provide detailed service delivery reports, tracking SLAs, KPIs, and incident metrics. Maintain documentation related to cloud architecture, operational procedures, and incident records.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: 4-5 years in service delivery management, with at least 3 years in cloud service delivery or cloud operations.

Technical Expertise:

• Strong understanding of AWS, Azure, or GCP environments, including monitoring tools like CloudWatch, Azure Monitor, or equivalent. Familiarity with DevOps practices, incident management, and ITIL processes.
• Experience in cost management, FinOps, or budget tracking within cloud environments.
• Knowledge of automation tools and frameworks to enhance service efficiency.

Soft Skills: Excellent communication, leadership, and client relationship management skills.

We are looking for a motivated Sales Executive to promote our tentage and event support services.

Key Responsibilities:

• Identify and develop new sales opportunities for tentage and event support services

• Handle customer enquiries and prepare quotations

• Follow up with clients and close sales

• Coordinate with operations team to ensure smooth event setup

• Maintain good relationships with new and existing clients

• Achieve monthly sales targets

Requirements:

• Minimum O-Level or equivalent

• Sales experience in events / tentage / related industry is an advantage

• Good communication and negotiation skills

• Basic computer knowledge (Microsoft Office)

• Self-motivated and able to work independently

About the Role

We are seeking a dynamic and strategic Marketing Manager to lead the development and execution of marketing initiatives for a newly established events company under a well-established group. This role is ideal for someone who can build a brand from the ground up, drive B2B engagement, and position the company as a trusted partner across corporate and institutional clients.

Key Responsibilities

Marketing Strategy & Brand Development

• Develop and implement a comprehensive B2B marketing strategy aligned with business goals
• Establish and position the company’s brand identity within the events industry
• Identify target markets, client segments, and growth opportunities
• Work closely with leadership to define value propositions and go-to-market strategies

Lead Generation & Business Growth

• Plan and execute campaigns to generate qualified B2B leads
• Support sales efforts through marketing collateral, presentations, and pitch decks
• Develop partnerships, sponsorship opportunities, and strategic collaborations
• Track and optimise marketing funnels to improve conversion rates

Content & Communications

• Oversee creation of marketing materials (website, brochures, case studies, social media, EDMs)
• Develop compelling B2B content that showcases capabilities, past work, and thought leadership
• Ensure consistent messaging across all channels

Digital Marketing & Performance

• Manage digital channels including website, LinkedIn, email marketing, and paid campaigns
• Work with SEO/vendor partners to maintain and improve online presence
• Analyse campaign performance and provide actionable insights

Project & Stakeholder Management

• Coordinate with internal teams (sales, operations, creative) to align marketing efforts
• Liaise with external agencies, vendors, and partners
• Manage marketing budgets and timelines effectively

Requirements

• Bachelor’s degree in Marketing, Business, Communications, or related field
• 4–7 years of marketing experience, preferably in B2B, events, or related industries
• Proven experience in developing and executing marketing strategies from scratch
• Strong understanding of B2B marketing funnels and lead generation
• Experience working with agencies, designers, and digital marketing tools
• Excellent communication, presentation, and project management skills
• Self-starter with the ability to work in a fast-paced, evolving environment

Preferred Qualifications

• Experience in events, experiential marketing, or related sectors
• Familiarity with CRM tools and marketing automation platforms
• Understanding of sponsorships, partnerships, and corporate client engagement

What We Offer

• Opportunity to build and shape a brand from the ground up
• Backing of an established group with strong industry presence
• Collaborative and entrepreneurial work environment
• Career growth and leadership opportunities

Jobs Responsibilities

• Handling customers virtually either via voice or video call.
• Responsible for servicing corporate customers on account servicing and handling of trade and credit related products enquiries for small businesses.
• Review customer accounts and transactions according to the organization's procedures, and within regulatory and compliance guidelines.

Application Procedures

Interested candidates, please email your resume to:

Attention: Lynn Mak Ling Ling (CEI No. R1986990)

lynnmak@recruitexpress.com.sg

Recruit Express Pte Ltd (EA No. 99C4599)

We regret that only shortlisted candidates will be notified.

Job Description:

• Approving rosters to ensure sufficient manpower is scheduled on each shift.
• Ensure all supervisor coaching are done.
• Proper maintenance checks for Reception counters and procedure rooms daily.
• Handling of performance appraisals for department.
• Management of the department’s controllable expenses to achieve or exceed budgeted goals monthly.
• Responsible for supporting / facilitating day-to-day operations of various clinics

Requirement:

• Candidate must possess at least a Degree, in any field.
• At least 2 years (s) of working experience in the related field is required for this position.
• Preferably with experience in Healthcare Sector

To submit your application, please apply online or apply@rn-care.com call +(65) 6223 0323 for private and confidential discussion.

Your interest will be treated with the strictest of confidence. We regret that only shortlisted candidates will be notified or contacted.

RN Care Pte. Ltd

EA License No: 17C8900

Our client, a well-established MNC is seeking for a Customer Service Manager ( Call Centre ) - MNC - $ 7,000.00 + AWS + bonuses / Office hour

• Min a Diploma or Degree in Customer Service Relation/ Hospitality / Tourism or relevant
• At least 5 years experience oversee a team of 150 to run daily call centre operation in a fast pace high volume environment
• Highly analytical, Strong communication and writing skills
• Confident to conduct presentation to top management
• Strong leadership qualities

Others

• Salary: Up to $ 7,000.00 + Attractive Bonuses
• 5 days work week, Office Hour
• East area

Interested candidate can send in your resume with a photo attached (word format prefer) to grayson.su@thetalentnetwork.com.sg

5 day work week : Monday to Friday

Location : Changi Airport

Oversee the delivery of IT services, ensuring they meet established SLAs and service quality standards.

· Handle escalations and major incidents, ensuring timely resolution and effective communication with stakeholders. Investigate and escalate lapses or complaints relating to the Service Desk Engineers to the team.

· Leads the team to perform service recovery in the event of issues.

· Manage daily manpower resourcing by overseeing both the Service Desk team and a pool of buffer Service Desk engineers to cover planned leaves/urgent leave/ medical leave.

· Mentor, provide guidance and support to the Service Desk team.

· Lead and develop the service desk team, including hiring, training, and performance evaluations.

· Ensure the team knows how to use the provided tool (e.g., ServiceNow) effectively for ticket management and service delivery.

· Ensure the entire team is familiar with and kept up-to-date on the service desk processes and workflow.

· Identify and implement improvements along with updating of documentation for service desk processes and procedures.

· Foster a customer-centric culture within the team, emphasising excellent customer service.

· Attends regular meeting (weekly and monthly) with the Team and prepare weekly and monthly reports.

· Suggest and implement service improvement plans to enhance service delivery and employee satisfaction.

· Provide suggestions to the team on what to update in the IT Service Desk playbook, ensuring it is comprehensive and current.

· Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.

· Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.

· Degree in Computer Science, Information Technology, or a related field.

· ITIL 4 Foundation Certification

· ITIL 4 Intermediate / Expert preferred

· Project Management Professional (PMP) or similar will be an added advantage.

· Strong understanding of minimally end user computing devices, M365 applications, network, endpoint protection and Video Conferencing/ AV solutions will be an advantage

· Proficiency in using ESM tools such as ServiceNow.

· Prior experience in a service delivery or IT management role within a corporate environment.

· Strong background in managing and leading IT Service Desk operations and teams for at least 3 years.

· Excellent leadership, team and stakeholder management skills.

· Strong communication and interpersonal skills.

· Strategic thinking and problem-solving abilities.

· Strong time management and multitasking skills.

· High level of customer service orientation.