Associate Director, Service Delivery

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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. Service Delivery also focuses on account growth and ensuring an excellent customer engagement experience.

The Associate Director, Service Deliveryis responsible for managing multiple account delivery teams in alignment with Singtel's commitments to various service contracts.

The Associate Director, Service Deliveryis 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 Associate Director, Service Delivery 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 Associate Director, Service Delivery 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 Associate Director, Service Deliveryis 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 Associate Director, Service Delivery is expected to coach and mentor 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 Associate Director, Service Delivery 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.

Additionally, the Associate Director, Service Deliveryshould 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 Associate Director, Service Delivery would support Global Delivery 5 key initiatives within their portfolio: -

• Customer First,
• Quality First,
• People First,
• Digital First,
• Security First,

The Associate Director, Service Delivery would support any other Singtel and/or SEB corporate program and events, as required.

The Associate Director, Service Delivery would support and promote collaboration within the delivery teams, Singtel and/or SEB organization.

Skills for Success:

• ITIL Foundation
• Min 8-10 years working in enterprise scale IT environment or 15 years in senior delivery role managing in Cross Domains (multiple technical domains) enterprise environment

Proficient in:

1. Service Delivery Management
2. Project Management
3. ITIL Foundation
4. Proficient in at least 2 or more technical workstreams (Network, System, DB, Storage, Hosting, Cloud, Workplace services, Telco services)
5. Executive Stakeholders Management
6. People management
7. Presentation skills
8. Project P&L & Portfolio Financial Management
9. Coaching / Mentorship skillsets