Service Manager, Fixed Income

6 days ago

Singapore Trading Technologies Full time

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Service Manager, Fixed Income
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Trading Technologies
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Service Manager, Fixed Income
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Description
Are you interested in pursuing your passion in an industry that demands innovation? We seek an enthusiastic and results-driven Service Manager to join our team in Singapore. Our ideal candidate will be fanatical about client service and relentlessly committed to helping our customers succeed by any means necessary. A prosperous service manager will develop strong relationships, ensure user satisfaction, and drive product adoption to build brand loyalty, increase retention, and grow our user base.
Application Deadline:
12 February 2026
Department:
Sales
Location:
Singapore
Compensation:
$0 - $200,000 / year
Description
Are you interested in pursuing your passion in an industry that demands innovation? We seek an enthusiastic and results-driven Service Manager to join our team in Singapore. Our ideal candidate will be fanatical about client service and relentlessly committed to helping our customers succeed by any means necessary. A prosperous service manager will develop strong relationships, ensure user satisfaction, and drive product adoption to build brand loyalty, increase retention, and grow our user base.
What Will You Be Involved With?
Develop and own the customer service review process whilst ensuring that regular service reports and individual SLA reporting, where agreed, is provided on a given regularity with the right level of touch for the size of the customer. If these service reviews are delivered as a dedicated meeting, the Service Manager will host that meeting.
Be part of the project handover process for customers, ensuring that services taken on for any new products is completed in a professional manner.
Be responsible for escalation management, primarily for critical/high-service issues. Actively pursue escalated issues ensuring proactive resolution and communication to the customer, and setting the appropriate expectations.
Build and maintain client relationships. Attending SBR (Strategic Business Review) meetings covering performance, service improvement, quality, and processes.
Evaluate the changing needs of the service, liaising with internal and external stakeholders to identify areas for operational improvement, making recommendations for service improvement for each customer.
Identify and report on "at risk" customers and work cross-team on the planned actions.
Deliver regular updates on TT's General Roadmap, as well as Customer specific enhancement requests.
Pro-active communication of notable deployments, where possible, and raise awareness of "breaking changes" e.g. non-backward compatible API changes.
Responsibility for managing Customer Satisfaction Survey feedback
Work with Sales & Pre-Sales Management to assist & drive product cross-sale opportunities, and proactively find opportunities for customers to gain additional value from TT, e.g. TT Reserved, IaaS, etc
Work with the User Experience team, highlighting any situations where a training engagement may be beneficial/required
Support our Sales team within the bid process, with involvement in major bids and review any service delivery management requirements in the discovery phase.
What Will You Bring to the Table?
3+ years experience in Customer Service or

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