The Service Delivery Director leads Singtel Enterprise Business (SEB) managed services projects, overseeing account teams, customer engagement, and service delivery operations. They ensure teams meet SLA targets, drive customer experience improvements, and manage service delivery across functions.
They are responsible for budgeting, financial management, and resourcing strategies for their portfolio, including managing third-party vendors.
The Director will also mentor teams, sponsor continuous service improvement programs, and champion digitalization initiatives to enhance delivery.
The Director will also collaborate with the Business Segment Head/Lead, the Director handles customer engagement within the Global Delivery organisation.
Service Delivery
Service Delivery encompasses the end-to-end deliverables specified in the Service Contract provided by Singtel Group (or its subsidiaries).
This includes service governance, client engagement with customers, and managing the expectations and outcomes for both external and internal senior stakeholders and also focuses on account growth and ensuring an excellent customer engagement experience.
The Service Delivery Director is responsible for managing multiple account delivery teams in alignment with Singtel's commitments to various service contracts.
The Service Delivery Director is also expected to develop strategic and tactical plans to ensure delivery meets contractual obligations to customers. Key responsibilities include (but are not limited to): -
- 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.
Operations
The Service Delivery Director is expected to lead both the Service and Technical delivery team in day-to-day operations matters, and ensure services are delivered with pride and sustainable model to meet our SLA deliverables.
Operation delivery includes leading team on delivery excellence, and drive towards continuous service improvements, and to enhance the service values to the customer.
The Service Delivery Director is also expected to engage and manage 3rd party partners and vendors, to align their delivery competency and capabilities with Singtel service contract to our customers.
Financial Management
The Service Delivery Director is expected to manage the financials for the service portfolios under the purview, in accordance with the Business Case of the service contracts on Cost of Delivery, recovery of cost in respective cost centre in a healthy state.
Financial management responsibilities include but not limited to: -
- 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
People and Growth
The Service Delivery Director is expected to coach and mentor Associate Directors, Service Delivery Managers, and delivery teams, whether under direct or indirect management (e.g., third-party partners or contractors). This includes providing thought leadership and demonstrating strong people management skills for the various teams within the service portfolios.
The Service Delivery Director is responsible for developing a Portfolio Strategy and Tactical Performance Measurement for the teams under their supervision. They should adopt a top-down approach to KPI setting for the delivery teams within the portfolio.
The Service Delivery Director should conduct routine communication sessions with members of the delivery teams and their direct reports to provide directives and guidance. This includes holding weekly, monthly, quarterly, semi-annual, or annual meetings, as well as one-on-one sessions and performance assessments, as required.
Corporate Engagement
The Service Delivery Director would support Global Delivery 5 key initiatives within their portfolio: -
- Customer First,
- Quality First,
- People First,
- Digital First,
- Security First,
The Service Delivery Director would support any other Singtel and/or SEB corporate program and events, as required.
The Service Delivery Director would support and promote collaboration within the delivery teams, Singtel and/or SEB organization.
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
- People management
- Presentation skills
- Project P&L & Portfolio Financial Management
