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Senior Service Delivery Manager
2 weeks ago
The Senior Service Delivery Manager manages service delivery portfolio across Singtel Commercial Projects.
This includes day-to-day operation, SLA performance of our services, leading our delivery teams across various service functions and also be the client engagement on delivery matters.
The Senior Service Delivery Manager will act as the SPOC for Customer engagement on service delivery matters, and will be part of the Client Delivery Engagement, Global Delivery organization structure.
**Service Delivery**
- Service Delivery incorporates the end to end deliverables of the Service Contract delivered by Singtel Group (or it’s sub entities). This includes service governance, client engagement with Customers, and managing external and internal stakeholders expectations and deliverables outcome. The service delivery will also cover the growth of the account, and looking into delivering excellent Customer Engagement experience.
- Service Delivery Manager is also expected to make strategic and tactical plans in alignment of delivery to meet the contractual obligation to our customers.
- The Senior Service Delivery Manager will act as the SPOC for Customer engagement on service delivery matters, and will be part of the Client Delivery Engagement, SEB organization structure.
**Operations**
- The Senior Service Delivery Manager 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 driving towards continuous service improvements, and enhancing the service values to the customer.
- The Senior Service Delivery Manager is also expected to engage and manage 3rd party partners, to align their delivery competency and capabilities with Singtel service contract to our customers.
**Financial Management**
The Senior Service Delivery Manager is expected to manage the financials for the service projects under his purview. This includes the Business Case of the service contracts on cost of delivery, recovery of cost in respective cost centre in a healthy state. This includes but not limited to annual AOP budgeting, financial planning for each service contract.
**People and Growth**
- The Senior Service Delivery Manager is expected to coach and mentor the 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 team under his service portfolios. The Senior Service Delivery Manager will develop Individual Development Plan and Key Performance Indicators for their teams under their supervision.
- The Senior Service Delivery should also communicate regularly with the members of the delivery teams, and their own direct reports. This includes weekly/monthly/quarterly/half-annually/annually meetings, one-on-one sessions and performance assessments as deemed required.
**Requirements**:
- Degree/ICT Diploma holder
- ITIL Foundation
- Min. 10 yrs in general service delivery, in 1 or more Technical Domain or Min 5 yrs working in enterprise scale IT environment
- Experienced in Service Delivery Management, Project Management
- Proficient in at least 1 technical workstream (Network, System, DB, Storage, Hosting, Cloud, Workplace services)
- People management
