Service Manager (Based in Penang)

Job Overview:

As the trusted partner to CTOs, IT Directors, and Heads of Network at major corporations, you will ensure their complex, multi-product network ecosystems - spanning Data Connectivity, Cloud Connectivity, and Cybersecurity to perform flawlessly. Acting as a technical advisor, you will guide customers through the intricacies of their network environments, helping them navigate challenges and make informed decisions. This role blends proactive network health management and executive relationship management, with a continuous focus on delivering premium, white-glove service that drives retention and customer satisfaction (CSAT), alongside project governance.

Your work life: Enterprise Service Delivery, Governance & Commercial Alignment

• Serve as a trusted technical advisor to customers, working alongside Sales and Presales teams to provide expert guidance on network architecture, solution design, and best practices in support of their strategic objectives across Data Connectivity, Cloud Connectivity, and Cybersecurity.

• Oversee end-to-end delivery of complex projects, ensuring seamless implementation of network solutions (Data Connectivity, Cloud Connectivity, Cybersecurity) with minimal business disruption to the client.

• Take charge of reviewing specific terms and clauses related to service management within enterprise contracts, ensuring alignment between commercial agreements and operational delivery capabilities.

Executive Stakeholder & Client Communication

• Serve as the primary interface for client leadership teams, communicating project status, incident root causes and strategic network roadmaps with clarity and confidence.

• Proactively engage with client stakeholders to understand their business objectives, translating them into actionable service improvement plans.

• Communicate with external and internal stakeholders to drive project and task delivery.

• Act as the executive escalation point for major incidents, leading bridge calls, driving rapid service recovery and delivering thorough post-incident reviews (RCA) to prevent recurrence.

Service Reviews & Performance Reporting

• Organize and lead quarterly and monthly service review meetings with clients, presenting detailed performance dashboards (SLA adherence, MTTR, uptime, incident trends) to C-level and IT management audiences.

• Prepare and deliver comprehensive monthly and quarterly performance reports, highlighting achievements, risks and continuous improvement initiatives tailored to each account.

Proactive Network Health & Preventive Maintenance

• Constantly monitor & identify network trends and proactively initiate improvement plan to optimize latency, availability and security.

• Plan, coordinate and execute Preventive Maintenance activities (frequency per TPP/TP/contractual agreements), ensuring clients are notified well in advance, and maintenance windows are scheduled during low-business-impact hours.

Process Improvement & Operational Excellence

• Take ownership of evaluating and improvising existing service management processes, identifying inefficiencies, bottlenecks and gaps that impact service quality or delivery speed.

• Drive continuous improvement initiatives by implementing best practices, automation opportunities and streamlined workflows across service operations.

• Regularly benchmark service management processes against industry standards and competitor practices to ensure the organization remains competitive and customer centric.

To be considered, you’ll need:

• Education: Bachelor’s degree in IT, Computer Science, Engineering, or related field.

• Experience: 5+ years of experience, with 3-4 years in Telecommunications/IT/Networking.

• Technical Skills:

• ITIL, PMP, PRINCE2, CCNA, CCNP, or Cloud certifications (e.g., AWS/Azure) preferred.

• Knowledge of IPLC, IPVPN, SD-WAN, Cloud services is a plus.

• Soft Skills:

• Strong analytical and problem-solving skills with a proactive approach.

• Excellent communication (written & verbal) in English.

• Ability to lead, coach, and collaborate with cross-functional teams.

• Multitasking under pressure while meeting deadlines.

• Adaptable mindset with the ability to thrive in a fast-paced, evolving environment.

Our Commitment to You

At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.

• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.

• Employee assistance during life’s big moments, from celebrations to times of bereavement.

• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.

• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.

*Only shortlisted candidates will be notified.