Senior Director, Technology Svc Mgmt

**Senior Director, Technology Svc Mgmt**:
**Date**:22 May 2025

**Location**: Singapore, Singapore

**Company**:Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

**Make an Impact by**:
Team Leadership & Capability Management
- Manage and mentor a team of experienced Delivery Services Owner (DSO) engineers, ensuring clarity of roles, objectives, and training/development pathways.
- Define the team’s structure, responsibilities, and delivery model in alignment with business needs and technology strategy.
- Develop and maintain Singtel values system, skills matrices, ensuring the right expertise is available and continuously enhanced across the team.

ESP Onboarding - Greenfield and Brownfield
- Own the planning, coordination, and execution of onboarding for both Product greenfield (net-new deployments) and brownfield (updates and changes) into ESP.
- Define technical and delivery process playbooks for onboarding scenarios, ensuring scalability, security, and compliance with required processes and architecture standards.
- Serve as an escalation point for complex onboarding issues, resolving blockers that span infrastructure, network, operations (resources), and security domains.

Day 1 & Day 2 Operations Strategy
- Review and optimize Day 1 implementation and Day 2 operational support processes across all managed services and platforms.
- Standardize tooling, data collection/telemetry, and operational workflows to increase automation, reduce mean time to resolution (MTTR), and ensure operational predictability.
- Participate in Day2 delivery post-mortem reviews, RCA processes, and continuous improvement actions to address systemic issues.

Operations Excellence and Enhancements
- Focus on the continuous refinement of Day1 and Day2 operations through:

- Data Cleanliness:

- Ensure the integrity, accuracy, and real-time availability of platform and service data across CMDB, monitoring, and service catalog systems.
- Process Integration:

- Integrate workflows across ITSM, for Incident, Service Requests, Change and Problem management, cloud orchestration, and CI/CD platforms for seamless, cross-domain operations.
- Skills and Resource Availability:

- Maintain visibility into resource availability, skill profiles, and team capacity planning. Integrate skills development with the Produce implementation roadmap.

Product and Product Engineering Interlock
- Act as the Primary delivery interface to Product Management and Product Engineering teams.
- Participate in Product roadmap development, ensuring operational considerations (resiliency, observability, SLA) are embedded from Product ideation to release.
- Translate delivery and operation KPIs into resourcing plans, engineering requirements, and BAU support structures.
- Drive alignment on delivery KPIs, from feature delivery to operational stability, and regularly report on progress and gaps.
- Foster a tightly integrated delivery model between engineering, operations, and product through joint planning, rituals, and ongoing reviews.

Operational KPI Review and Continuous Improvement
- Collaborate with Product Engineering to analyze and resolve persistent operational issues and to design platform improvements based on incident, problem, and change data.
- Own and improve operations KPIs including uptime, incident response times, change success rate, and customer satisfaction.
- Lead targeted improvement programs that address both technical debt and process inefficiencies.

uNIS Platform Architecture & Strategy
- Serve as a strategic leader and contributor for the uNIS monitoring platform architecture.
- Responsibilities include:

- Gathering and validating new evolving platform requirements.
- Designing and evolving architectural components (e.g., integration layers, APIs, infrastructure
- blueprints).
- Driving end-to-end feature implementation, from design to release to operations.
- Defining the platform roadmap in collaboration with Enterprise Product.
- Ensuring operational readiness, including support models, observability, and SLAs for all new features.
- Managing platform integration strategies with existing Singtel systems and external partners (including Customers’ systems).
- Lead and contribute to platform solutioning and costing efforts for uNIS engagements in collaboration with Product Managers and Client Solutions Architects.

VIP Customer Project Digital Tower Leadership
- Lead the VIP Customer Project, acting as a leader for Project dig