Service Delivery Manager

2 weeks ago


Singapur, Singapore Singtel Full time
{"Job Summary

We are seeking a highly skilled Service Delivery Manager to join our team at Singtel. As a key member of our organization, you will be responsible for managing day-to-day support of medium-scale maintenance projects, meeting customer requirements and Service Level Agreements.

Key Responsibilities
  • Act as a focal point for all support-related queries and issues
  • Review transition plans, enhancement milestones, and deliverables in consultation with support teams and customers
  • Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customers
  • Notify/escalate any 'out of scope' variations to services to Program Director/Service Delivery Director (SDD)
  • Notify/escalate critical issues or variations to service levels to Program Director/Service Delivery Director (SDD)
  • Review and approve service request/enhancement effort, schedules, and risk plans
  • Review and raise resource requirements
  • Responsible for resource forecasting and planning
  • Review, monitor, and report project health status
Customer/Vendor Management
  • Liaise with third-party vendors, customer technical teams, and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
  • Ensure that effective communication on the services delivered is provided to the customers (including monthly or weekly service delivery reports) with the agreed timeframes
Business Development
  • Proactively identify opportunities for further expansion or improvement of services delivered to the customers and liaise with the Account Manager(s) for development of that opportunity
  • Be involved in pre-sale activities
  • May be assigned to implementation projects if required
Team Management
  • Delegate tasks effectively by providing clear and specific instructions and goals
  • Plan, track, and monitor the tasks assigned to the team leaders/members
  • Participate in leadership activities and providing performance feedback and developmental coaching
  • Monitor and improve team performance, providing leadership, coaching, and performance management
Requirements
  • Typically 6 years of Engineering Systems service or project management experience
  • Strong knowledge in process improvement methodologies and tools
  • Understanding of System Development Lifecycle (SDLC)
  • Degree in Electrical/Electronics Engineering, Information Systems, Computer Science, or equivalent
  • Self-motivated with a positive 'can-do' attitude, creative with excellent presentation, communication, negotiation, and interpersonal skills, including strong persuasive techniques
  • Able to lead, develop, and maintain respectful and trusting relationships
  • Proficient in written and spoken English
  • Willing to be on 24x7 support to customers as contracted SLA to customers is 24x7
  • Able to travel as required
About Us

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at https://www.singtel.com/ and visit our LinkedIn career site.

"}

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