The Head/Snr Dir of Technology Innovation & Delivery is pivotal to Singtel Singapore’s vision and aspiration to shape and transform its business and operations, to digitise the business supporting capabilities and streamline operations for greater efficiencies, delivering a distinct and unique customer experience through developing and delivering innovative design led solutions and features across all customer touchpoints within app, web, retail and care, building core capabilities such as extension of payment services and seamless login.
Make an Impact by:
Digitalization and Design experience
- Work with key business and IT stakeholders to understand, shape and prioritize demand for digitalization, providing advice on technical tradeoffs and recommendation.
- This role also leads and manage the agile and hybrid squads to deliver digitalization projects, managing the following teams in driving business enablement objectives.
- Manage the Squads setup & digital projects prioritization, centralized demand management, Release Council & Management, Project planning and governance.
- Conduct deep research on platform and functionality feasibility, adopting quality and design led approach for all project delivery.
- Develop and maintain the IDS project portfolio plan including tech refresh, onboarding of new technology.
- Manage escalations from the business and customers and drive resolution.
- Report and review the performance of the project portfolio on a regular basis with the business.
- Maintain oversight of production systems performance and drive accountability to ensure systems perform in accordance with service level agreements.
- Provide a review and control point for project initiation, execution and quality assurance.
- Accountable for governance and escalations of change project delivery including financials, scope and vendors.
- Undertake demand management planning with the business unit.
Operations and Testing
- Manage all app and web system related business support configurations such as web operations, promotions to drive effective/ efficient enablement of Digital Marketing.
- Manage platforms’ hardware and system store setup, system troubleshooting and resolution.
- Manage all IDS platform configuration and support including integration to IT BSS/ Networks.
- Joint ownership with Business and IT for quality assurance matters pertaining to system support and project deliveries. Includes adherence to stringent UAT testing protocols, formalised post deployment sanity testing procedures.
- Develop technology such as AI, RPA with ChatGPT and Voicebot to increase operational optimization for enhanced customer experience.
Business Development
- Support strategic projects and initiatives with technical evaluation on product/platform features and functionality.
- Forge solution synergies between core business and regional strategic initiatives such as rewards.
- Work with external and internal partners in aligning short to long term technical goals on strategic initiatives.
- Provide technical requirements to partners/vendors based on strategic project needs
- Negotiate with partners and vendors on product/platform/feature costing and terms of service engagement.
- Jointly provide consult with IT to CEO, IDS business leaders and Partners on technical feasibility of solutions for strategic projects.
Skills for Success:
- Possess Degree in IT, Business or Electrical Engineering.
- A seasoned executive with more than 15 years’ experience in leading the product and digital innovation across a digital consumer/ enterprise business.
- Proven track record for delivering challenging financial and operational targets.
- Strong operational background on Telco or E-commerce systems and landscape.
- Strong commercial/strategic understanding of the consumer market including ability to review complex business case models.
- Strong knowledge of digitalization and AI.
- Though-leader in Cloud and AI technologies.
- Be an “Experience Leader” and stakeholder management experience across the larger organization and across the regional associates.
- Strong ability to influence external parties, such as ecosystem partners and channel partners
Rewards that Go Beyond
- Hybrid work arrangements
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities
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!
