Singtel | Senior Solution Designer
2 days ago
Senior Solution Designer
Date:
11 Dec 2024
Location:
Singapore, Singapore
Company:
Singtel Group
An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say...“Hello BIG Possibilities”.
Be a Part of Something BIG
We create great technology that can change the future, and we're looking for people to be part of our digital and 5G journey. If you like to work in a dynamic, leading communications technology group to deliver innovations and excellence across the region, come join our digital, software engineering, data and cyber security teams
Apply now, and ignite our digital future together.
Make an Impact by
Project Services Deliverers
Manage Vendor Solutions, review and bridge the gaps.
Incorporate the end-to-end deliverables of the Service Contract to your assigned clients.
Client engagement with customers, managing external and internal stakeholders’ expectations and deliverables outcome.
Growth of the account and looking into delivering excellent Customer Engagement experience.
Adopt industry best practices and ensure that the right tools, techniques, methodologies and systems to deliver the services that meet international standards.
Day 1 Execution:
Lead both the Service and Technical delivery team in day-to-day TS executional matters, ensuring services are delivered with pride and a sustainable model.
The delivery includes leading teams on delivery excellence and driving towards completion of projects against planned milestones and timeline.
Service recovery and improvement if there are gaps and escalations; enhancing the service values to the customer.
Engage and manage 3rd party partners, aligning their delivery competency and capabilities with client’s service contract.
Make tactical plans year-on-year for each identified technology appropriate for account/sectors to ensure performance excellence and relevance to market situation.
Manage a portfolio of assigned accounts, subject to the size and scale of the service contract.
Day 2 Execution:
Act as ‘One Voice’ of Technology during Major Incidents providing accurate, concise information and handling conversations at the senior stakeholder level.
Create executive summaries of major incidents and present them to senior stakeholders (CIO and COO level).
Lead and/or participate in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and document pertinent information.
Manage 3rd party suppliers and vendors ensuring support and commitment for major incidents, escalating to senior management when necessary.
Conduct Post Incident Reviews ensuring the right level of attendance by key team members.
Ensure that all IT teams (internal and external) follow the incident management process for every incident.
Develop and maintain relationships with senior stakeholders across Technology and the Business to instill confidence and trust in managing critical situations.
Lead and drive Hyper Care models as needed to offer the best service to customers following the launch and delivery of new products and features.
Produce high-quality incident reports that provide a meaningful view of the event along with the business impact, next steps, and improvements.
Produce weekly, monthly, and ad-hoc reports tailored to the relevant audience.
Attend monthly service reviews with customers, vendors, suppliers, and 3rd parties contributing to the review of incidents, service levels, and improvements.
Collate and analyze incident-based data for team metrics and KPIs.
People and Growth
Coach and mentor delivery teams, either under direct or indirect management (e.g., 3rd party partners or contractors). This includes thought leadership and people management skills for various teams under his service portfolios.
Guide team members in developing Individual Development Plans and proper career path planning. Provide leadership and direction to project teams and oversee the development of competencies and career progression of team members.
Skills for Success
Degree in any discipline, preferably related to Information Technology Infrastructure.
Minimum 10 years experience in managing Call Centre systems such as CRM and OSS systems.
Hands-on experience in designing call centre systems and OSS systems.
Minimum 15 years in the ICT industry with proven delivery experience in a sizable contract or organization.
Deep experience in IT services contracts and complex implementation projects in both legacy and cloud managed service environments.
Experience in coaching and recovering troubled projects.
Good understanding of both business and delivery risks, especially in client work and delivery.
Strong collaboration and teaming experience, with the ability to work with both senior leadership as well as operational and working-level executives.
Excellent relationship and stakeholder management skills, capable of dealing with people across all levels of a large, complex, fast-moving organization with constant transformation to stay market relevant.
Able to develop high-quality presentations by synthesizing key information, financial data, market data, and other relevant information.
Rewards that Go Beyond
Flexi work arrangements.
Full suite of health and wellness benefits.
Ongoing training and development programs.
Internal mobility opportunities.
Your Career Growth Starts Here. Apply Now
Are you ready to say hello to BIG Possibilities?
Take the leap with Singtel to unlock new opportunities and accelerate your growth.
Apply now and start your empowering career
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