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Experience
Experienced
About the role
This senior role leads multiple account delivery teams to fulfil Singtel's service contract commitments, covering service governance, client engagement and outcomes for senior internal and external stakeholders. It also drives account growth and a strong customer engagement experience, and suits an experienced delivery leader comfortable with large enterprise IT portfolios.
What you'll do
Drive service delivery to meet and exceed contractual SLA commitments
Sponsor delivery teams in implementing digitalization initiatives to improve efficiency and the service engagement experience
Manage senior stakeholders such as CxOs, VPs and IT Heads through communication and portfolio management during major incidents
Build and strengthen client relationships through in-depth knowledge of customer domains
Identify opportunities and support the Sales Team in pursuing new business to grow the EWO portfolio
Lead the Service and Technical delivery team in day-to-day operations and ensure services are delivered sustainably to meet SLA deliverables
Drive continuous service improvements and enhance service value to customers
Engage and manage third-party partners and vendors so their delivery competency aligns with Singtel service contracts
Manage financials for service portfolios under purview in line with the Business Case on Cost of Delivery and healthy cost centre recovery
Handle annual AOP budgeting and financial planning across the portfolio
Manage manpower and resourcing budgeting
Track operation run rate and forward planning
Track monthly financial status and produce progressive reports
Drive operations and financial optimization
Coach and mentor Service Delivery Managers and delivery teams, including those under indirect management such as third-party partners or contractors
Provide thought leadership and demonstrate strong people management across teams in the service portfolios
Develop a Portfolio Strategy and Tactical Performance Measurement for supervised teams, with a top-down approach to KPI setting
Conduct routine communication sessions with delivery teams and direct reports, including weekly, monthly, quarterly, semi-annual or annual meetings, one-on-one sessions and performance assessments
Support Global Delivery's five key initiatives: Customer First, Quality First, People First, Digital First and Security First
Support other Singtel and/or SEB corporate programs and events as required
Promote collaboration within delivery teams and across the Singtel and/or SEB organization
Good to know
Location: Singapore
Routine communication sessions may be held weekly, monthly, quarterly, semi-annual or annual, plus one-on-one sessions and performance assessments as required
Requirements
ITIL Foundation certification
At least 8-10 years in an enterprise-scale IT environment, or 15 years in a senior delivery role managing cross-domain enterprise environments
Proficient in Service Delivery Management
Proficient in Project Management
Proficient in at least 2 or more technical workstreams (Network, System, DB, Storage, Hosting, Cloud, Workplace services, Telco services)
Executive stakeholder management
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