# Service Management Officer (AL-FNC251007 005/01)

> Xcellink Pte Ltd · Singapore, Singapore · Contract · Posted 2025-10-10

**Salary:** SGD 7,000–10,000

**Workplace:** on_site

**Department:** Talent Placement

## Description

The Service Management Officer plays a pivotal role in ensuring the seamless delivery and continuous improvement of IT and business services within the organization. This individual acts as a bridge between service providers, business units, and customers, maintaining high service standards, addressing issues proactively, and supporting the organization’s strategic objectives through effective service management practices.

### Key Responsibilities

-   Service Delivery Management: Oversee the daily delivery of IT or business services to ensure compliance with agreed service levels and quality standards.
-   Incident and Problem Management: Coordinate the resolution of service incidents and problems, ensuring timely communication with stakeholders and minimal disruption to business operations.
-   Service Improvement: Identify opportunities for process and service improvements, implement best practices, and drive initiatives to enhance customer satisfaction.
-   Vendor and Contract Management: Liaise with external service providers to monitor performance, manage contracts, and ensure service obligations are met.
-   Reporting and Analysis: Prepare regular reports on service performance, trends, and key metrics. Analyse data to identify patterns and recommend corrective actions.
-   Stakeholder Engagement: Act as the primary point of contact for service-related queries and issues. Facilitate communication between technical teams, business users, and management.
-   Compliance and Governance: Ensure all service management activities comply with organisational policies, regulatory requirements, and industry standards (e.g., ITIL, ISO 20000).
-   Change Management: Support the planning and implementation of service changes, ensuring risks are assessed and managed appropriately.

## Requirements

-   Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent experience).
-   Professional certifications such as ITIL Foundation, COBIT, or similar are highly desirable.
-   Proven experience in service management, IT operations, or customer support roles.
-   Strong analytical and problem-solving skills, with the ability to interpret service data and metrics.
-   Excellent communication and interpersonal skills, with a customer-focused mindset.
-   Ability to work independently and collaboratively in a fast-paced environment.
-   Attention to detail, organisational skills, and the ability to manage multiple priorities.

### Key Competencies

-   Service orientation
-   Process improvement
-   Stakeholder management
-   Analytical thinking
-   Adaptability and resilience
-   Teamwork and collaboration

## Apply

[Apply at Xcellink Pte Ltd](https://apply.workable.com/xcellink/j/AAC80A03E8/apply)

---
Powered by [Workable](https://www.workable.com)