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About the role
This senior leadership position oversees the complete delivery of telecommunications and ICT services for enterprise and wholesale clients. The role is based in Milan, Italy, and involves guiding teams across project management, service management, and operations to meet contractual commitments and service levels. It suits an experienced delivery leader with a strong background in telco or ICT service portfolios and executive stakeholder management.
What you'll do
Own end-to-end service delivery performance across telco and ICT portfolios, including fixed line network services, cloud, cybersecurity, managed services, and unified communications.
Act as executive sponsor for key customer accounts, ensuring governance, escalation management, and relationship management.
Technical Service Delivery Director job at Singtel, Singapore | WorkJio
Ensure service delivery aligns with commercial commitments, contractual SLAs, and regulatory requirements.
Drive a customer-centric culture focused on service quality, reliability, and continuous improvement.
Provide executive oversight of delivery projects such as telco provisioning, network rollout, ICT transformation, service onboarding, and customer migrations.
Establish and govern a standardized project management framework covering waterfall, agile, and hybrid approaches.
Monitor delivery KPIs including schedule adherence, cost variance, scope control, and benefits realization.
Intervene proactively on at-risk or critical projects to ensure successful outcomes.
Lead service management functions aligned to ITIL and ISO 20000 best practices, covering incident, problem, change, and release management; service level management; and capacity, availability, and continuity management.
Ensure operational readiness for new services and smooth transition from project to business-as-usual.
Oversee 24/7 operational support models involving internal teams and vendors.
Drive service stability, reduction of repeat incidents, and improved MTTR and SLA compliance.
Establish service delivery governance frameworks, forums, and reporting structures.
Ensure compliance with security, data privacy, and regulatory standards relevant to telco and ICT services.
Manage vendor and partner performance, including SLAs, OLAs, and contractual obligations.
Oversee audit readiness and remediation of service delivery risks.
Own service delivery budgets, cost optimisation initiatives, and financial forecasting.
Ensure delivery efficiency while protecting margins and supporting revenue growth.
Support pre-sales and bid activities by shaping delivery models, cost estimates, and risk assessments.
Drive productivity improvements through automation, tooling, and process optimisation.
Lead and develop high-performing teams across project management, service management, and operations.
Build succession plans and capability uplift in areas such as cloud, cybersecurity, automatio
Requirements
Bachelor's or Master's degree in Telecommunications, Information Technology, Business, or a related field
15+ years of experience in telco/ICT service delivery
At least 5 years in senior leadership roles
Proven track record managing large-scale service delivery portfolios and complex ICT/telco projects
Strong knowledge of ITIL, ISO 20000, and project management methodologies such as PMP, PRINCE2, and Agile
Demonstrated ability to manage budgets, optimize costs, and drive revenue-supporting initiatives
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