Service Level Manager - Government and commerical projects

Toku’s mission is to help companies engage with their customers efficiently. We have helped companies move all the voice communications to the cloud and recently embarked on creating products that help companies keep engaging with their customers no matter where their employees are working from.

Toku is currently getting into a scale-up mode. We want to continue creating momentum for our products in the APAC regions and helping customers with their communications needs. We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Specialist.

As a vital point of contact for our clients, you will be responsible for addressing support issues and SLAs, managing and prioritizing tickets with internal teams, and providing support while also playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional stakeholder management skills, a government projects / accounts background, and a passion for delivering outstanding customer experiences.

Want to be part of our journey?

What will you be doing?

• Work closely with the commercial, project, and product teams to understand clients' business operations, infrastructure design, and environmental setup.
• Develop and propose action plans to meet and exceed service levels based on clients' specific needs and requirements.
• Ticket Management and Service Level Monitoring
• Monitor, manage and resolve tickets and support escalations, both internally and externally – encompassing Technology, Operations and Customer Success teams internally
• Do regular meetings with clients to address all issues raised.
• Monitor service levels to ensure that metrics are tracked, reported, and met consistently.
• Service Improvement and Documentation:
• Perform trend analysis to identify areas for improvement.
• Propose corrective actions where necessary to avoid recurrence of issues.
• Develop, own, and drive service improvement plans to enhance overall service.
• Document and update the Service Management Plan and work with internal engineering and support teams to ensure that the knowledge base articles are relevant and updated
• Customer Service Reviews and Meetings:
• Conduct periodical steering committee or incident/problem reviews.
• Establish and lead regular customer service reviews to assess service performance and client satisfaction.
• Produce and present the monthly reports required by the client and internal stakeholders.

We’d love to hear from you if you have:

• Possess a minimum of six (6) years of relevant experience in managing service levels of government projects or of the same scale.
• Experience in the capacity of SLM for Singapore government sector organisations
• Experience in supporting technical cloud solutions projects - Government Commercial Cloud (GCC) is a definite advantage
• Business user and/or technical understanding around Contact Centre related solutions is not esential, but an added bonus for this role
• Have a deep understanding of service management principles, frameworks (ITIL is essential), and best practices. This includes Incident management, Change management, Problem management, and Release Management.
• Have strong interpersonal and communication skills to build and maintain relationships with stakeholders.
• Possess strong project management skills and the ability to oversee multiple initiatives at the same time. You need to be able to plan, organise, and coordinate resources, timelines and deliverables.
• Be skilled at analysing complex situations, identifying problems, determining root causes and proposing effective solutions.
• Have a continuous improvement mindset: Proactively identify areas for improvement, implement process enhancements, and drive efficiency in the services/solutions managed.

What would you get?

• Flexible working locations
• Training and Development
• Discretionary Yearly Bonus & Salary Review
• Healthcare Coverage based on location
• 20 days Paid Annual Leave (excluding public holidays)

If you would love to experience working in a start-up growing at an accelerated speed, and you think you tick most of the requirements, come join us!