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RFS Manager

4 weeks ago

Singapore Singtel Group Full time

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At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.
The RFS Manager will support ad-hoc project requests, vendor engagement, and request fulfilments (among other responsibilities).
Key Responsibilities:
Overseeing new BAU requests, time-and-material efforts, and customer resource requisitions
Following the RFS process timeline from initiation to closure
Regularly reviewing and enhancing the current process
Ensuring accurate and timely availability of RFS reports, updates, tracking, and closures
Collaborating with all relevant stakeholders, including internal teams (e.g., sales for pricing), external vendors (e.g., for quotations), and client representatives, to ensure comprehensive service request coverage.
Make an Impact by:
Service Delivery RFS:
Service delivery RFS financial and resource management
Support RFS and service catalogue requests
Accountable/Responsible for end-to-end RFS requests/requisitions
Manage cross functional engagements for RFS
Act as a focal point for all RFS related queries and issues
Review RFS transition plans, enhancement milestones and deliverables in consultation with support teams and customer
Review with vendors and support team to ensure that all RFS tasks and deliverables meet quality and agreed outcomes
Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
Monitor and improve RFS performance, providing leadership, coaching and tasks management
Provide regular CDE EWO project RFS dashboarding and reporting
Liaise with third party vendors and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
Ensure that effective communication on the status updates and tracking of RFS requests and RFS delivered (including monthly or weekly service delivery reports) with the agreed timeframes
Business Development:
Proactively identify opportunities for RFS or improvement of services delivered to the customer and liaise with the Account Manager and Sales Specialist for development of that opportunity
People Management:
Delegate operational tasks effectively by providing clear and specific instructions and goals
Plan, track and monitor the tasks assigned to the team members
Participate in leadership activities and providing performance feedback and developmental coaching
Monitor and improve team performance, providing leadership, coaching, and performance management
Skills for Success:
Minimum Diploma in Computer Science / IT or equivalent
Good to be certified with ITIL v3 Foundation
5 Years of experience in Project management / Operations / Vendor management
Have working experience with Microsoft O365 and Exchange and ServiceNOW ITSM
Experienced in IT Managed Services
ITIL Service Management
Good understanding of IT cross competency products in the EUC device
Are you ready to say hello to BIG Possibilities?
Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career
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