Title:  Senior Engineer, Service Delivery

Assistant Manager, Service Delivery & Assurance

Company Brief

SPTel - a Joint Venture between ST Engineering and Singapore Power Group to deliver true network diversity and agility for a Smart Nation.

Offering high-value products and innovative services, SPTel plays an important role to enterprises accelerate their digital journey, We aim to improve the way people, places, and things, connect with each other by providing network infrastructure, enabling technologies, and building ecosystems.

With our fibre network topology built alongside the power network cables, SPTel provides a differentiated design and diverse network solution for discerning organizations and mission-critical businesses.

Job Summary

The Service Manager serves as the single point of contact (SPOC) for designated customers, ensuring an exceptional end-to-end service experience throughout their journey with SPTEL. This role includes managing customer relationships, overseeing project delivery, fault resolution, and service improvement, while aligning customer needs with business opportunities. The Service Manager will take ownership of end-to-end service delivery for key customers, including NTUC Health, ST Engineering, and Singapore Power, ensuring their projects and services are delivered on time and within expectations.

Key Responsibilities

1. Customer Relationship Management

• Serve as the primary contact for NTUC Health, ST Engineering, and Singapore Power, addressing all queries, including fault reports and change requests.
• Build and maintain strong, trust-based relationships with these key customers to foster loyalty and long-term partnerships.
• Act as a customer advocate within SPTEL, ensuring their needs are represented and prioritized.
• Conduct Quarterly Business Reviews (QBRs) to present service performance, including fault and change request reports, while gathering feedback to improve service delivery.

2. Project Management

• Hold shared revenue target for projects related to NTUC Health, ST Engineering, and Singapore Power.
• Oversee end-to-end service delivery for projects related to NTUC Health, ST Engineering, and Singapore Power, from planning to execution.
• Clearly communicate deliverables, KPIs, milestone checks, and measurable outcomes to all stakeholders.
• Create a detailed project organizational structure and responsibility matrix to ensure clarity of roles.
• Develop comprehensive Project Plans, including:
  • Scope of Work: Clearly defined deliverables and boundaries of the project.
  • Schedule: Timelines, milestones, and key deadlines.
  • Communication Plan: Channels, frequency, and methods for updates and stakeholder engagement.
  • Quality Control Plan: Standards and processes to ensure project quality.
• Collaborate with internal teams (e.g., sales, product, engineering, and BizIT) to ensure seamless project implementation.
• Track project milestones, ensuring timelines and budgets are met without compromising quality.
• Identify risks and develop mitigation plans to address potential issues during project execution.
• Provide regular updates to customers on project progress and address any concerns proactively.

3. Incident and Change Management

• Manage fault reports and coordinate internal teams to resolve issues promptly for key customers.
• Handle customer change requests, ensuring alignment with agreed SLAs and timely implementation.
• Compile and analyze monthly fault and change request reports, presenting insights and identifying trends.

4. Service Improvement and Upselling

• Identify opportunities to enhance current service offerings for NTUC Health, ST Engineering, and Singapore Power, recommending solutions to address gaps or evolving customer needs.
• Collaborate with sales teams to identify and drive upselling opportunities based on customer feedback and operational requirements.

5. Reporting and Documentation

• Maintain comprehensive records of customer interactions, project milestones, fault resolutions, and change requests.
• Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.

Role 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.