The Senior Service Delivery Manager manages the service delivery portfolio across Singtel Commercial Projects. This includes day-to-day operation matters, SLA performance of our managed services, leading our delivery teams across various service functions, and be the client engagement on delivery matters. This role will act as the SPOC for Customer engagement on service delivery matters, and will be part of the Client Delivery Engagement, Global Delivery organization structure.
Service Delivery
- Service Delivery incorporates the end-to-end deliverables of the Service Contract delivered by Singtel Group (or its sub entities). This includes client engagement with Customer and managing external and internal stakeholders’ expectations and deliverables outcome.
- This will also cover the growth of the account and looking into delivering excellent Customer Engagement experience.
- The Service Delivery Manager (SDM) may manage delivery in a single, or up to multiple accounts subjective to the size and scale of the service contract.
- The SDM is also expected to make strategic and tactical plans in alignment of delivery to meet the contractual obligations (SLAs) to our customers.
- The SDM will act as the SPOC, for Customer engagement on service delivery matters, and will be part of the Client Delivery Engagement, EDMS organization structure.
Operations
- The SDM is expected to lead both the Service and Technical delivery team in day-to-day operations matters, and ensure services are delivered sustainable model to meet our SLA deliverables.
- Operations delivery includes leading team on delivery excellence, and drive towards continuous service improvements, and to enhance the service values to the customer.
- The SDM is also expected to engage and manage 3rd party partners, to align their delivery competency and capabilities with Singtel service contract to our customers.
Financial Management
- The SDM is expected to manage the financials for the service projects under his purview. This includes recovery of costs in respective cost centers in a healthy state.
People and Growth
- The SDM is expected to have people management on the delivery teams, either under direct or indirect management (eg. 3rd party partners or contractors).
- The SDM should also conduct routine communications with the members of the delivery teams, and their own direct reports. This includes weekly/monthly/quarterly/half-annually/annually meetings, one-on-one sessions and performance assessments as deemed required.
Skills for Success:
- Min. 6 years in general service delivery, in 1 or more Technical Domain or Min 2 years working in enterprise scale IT environment.
- Good to have min. 10 years in senior delivery role managing in at least 1 Technical Domains (or multiple technical domains) in enterprise environment.
- Experienced in Service Delivery Management.
- ITIL Foundation knowledge.
- Proficient in at least 1 technical workstream (Network, System, DB, Storage, Hosting, Cloud, Workplace services).
- Good to have project management skillset.
