Service Delivery Director

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that take your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

The Service Delivery Director is accountable for leading the managed service delivery portfolio across Singtel Enterprise Business (SEB) managed services projects. This includes managing various account teams involved in service delivery and operations, overseeing day-to-day customer engagement, managing the overall customer experience, ensuring delivery teams meet SLA performance targets, and leading teams across various service functions. The Service Delivery Director is also responsible for driving strong Customer Experience (CE) scorecards for the services provided.

The Service Delivery Director is responsible for planning, budgeting, and managing the team’s financials (Cost of Delivery) across the portfolio. This includes developing manpower and resourcing strategies for the teams and projects under their management. Additionally, this role involves managing third-party partners or vendors that provide services to Singtel teams supporting Singtel customers within the SEB delivery portfolio. The Service Delivery Director is expected to manage delivery within the business cost framework while achieving the necessary productivity and efficiency.

Furthermore, the Service Delivery Director will provide thought leadership, mentoring, and guidance to service delivery teams in daily operations. They will sponsor improvement programs (via continuous service improvement initiatives) to address delivery gaps or enhance the customer engagement experience. Additionally, the Director is expected to champion digitalization initiatives that enhance the delivery experience.

The Service Delivery Director will collaborate with the Business Segment Head/Lead on all customer engagement matters related to service delivery and will operate within the Client Delivery Engagement team under the Global Delivery organization structure.

Key Responsibilities:

• Driving service delivery to meet and exceed contractual SLA commitments.
• Sponsoring delivery teams in implementing digitalization initiatives to enhance efficiency and improve the service engagement experience.
• Managing senior stakeholders (e.g. CxOs, VPs, and IT Heads) through effective communication and portfolio management during major incidents.
• Building and strengthening client relationships through in-depth knowledge of customer domains.
• Identifying opportunities and supporting the Sales Team in pursuing new business prospects to grow the EWO portfolio.

Financial Management Responsibilities:

• Annual AOP budgeting, financial planning across the portfolio.
• Manpower and resourcing budgeting.
• Operation run rate and forward planning.
• Monthly financial status tracking and progressive report.
• Operations and Financial optimization.

Skills for Success:

• Degree holder.
• ITIL Foundation.
• Min. 15 years in general IT service delivery, in 1 or more Technical Domain or Min 8-10 years working in enterprise-scale IT environment.
• Experience with Service Delivery Management / Project Management / proficient in at least 2 or more technical workstreams (Network, System, DB, Storage, Hosting, Cloud, Workplace services, Telco services).
• Executive Stakeholders Management.