Service Delivery Director

2 weeks ago

Singapore Singtel Full time

**Service Delivery Director**:
**Date**:10 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”._

The Service Delivery Director is accountable for leading the managed service delivery portfolio across Singtel Enterprise Business (SEB) managed services projects. This includes managing various account teams involved in service delivery and operations, overseeing day-to-day customer engagement, managing the overall customer experience, ensuring delivery teams meet SLA performance targets, and leading teams across various service functions. The Service Delivery Director is also responsible for driving strong Customer Experience (CE) scorecards for the services provided.

The Service Delivery Director is responsible for planning, budgeting, and managing the team’s financials (Cost of Delivery) across the portfolio. This includes developing manpower and resourcing strategies for the teams and projects under their management. Additionally, this role involves managing third-party partners or vendors that provide services to Singtel teams supporting Singtel customers within the SEB delivery portfolio. The Service Delivery Director is expected to manage delivery within the business cost framework while achieving the necessary productivity and efficiency.

Furthermore, the Service Delivery Director will provide thought leadership, mentoring, and guidance to service delivery teams in daily operations. They will sponsor improvement programs (via continuous service improvement initiatives) to address delivery gaps or enhance the customer engagement experience. Additionally, the Director is expected to champion digitalization initiatives that enhance the delivery experience.

The Service Delivery Director will collaborate with the Business Segment Head/Lead on all customer engagement matters related to service delivery and will operate within the Client Delivery Engagement team under the Global Delivery organization structure.

**Service Delivery**

Service Delivery encompasses the end-to-end deliverables specified in the Service Contract provided by Singtel Group (or its subsidiaries). This includes service governance, client engagement with customers, and managing the expectations and outcomes for both external and internal senior stakeholders. Service Delivery also focuses on account growth and ensuring an excellent customer engagement experience.

The Service Delivery Director is responsible for managing multiple account delivery teams in alignment with Singtel's commitments to various service contracts.

The Service Delivery Director is also expected to develop strategic and tactical plans to ensure delivery meets contractual obligations to customers. Key responsibilities include (but are not limited to):
- Driving service delivery to meet and exceed contractual SLA commitments.
- Sponsoring delivery teams in implementing digitalization initiatives to enhance efficiency and improve the service engagement experience.
- Managing senior stakeholders (e.g. CxOs, VPs, and IT Heads) through effective communication and portfolio management during major incidents.
- Building and strengthening client relationships through in-depth knowledge of customer domains.
- Identifying opportunities and supporting the Sales Team in pursuing new business prospects to grow the EWO portfolio.

**Operations**

The Service Delivery Director 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 drive towards continuous service improvements, and to enhance the service values to the customer.

The Service Delivery Director is also expected to engage and manage 3rd party partners and vendors, to align their delivery competency and capabilities with Singtel service contract to our customers.

**Financial Management**

The Service Delivery Director is expected to manage the financials for the service portfolios under the purview, in accordance with the Business Case of the service contracts on Cost of Delivery, recovery of cost in respective cost centre in a healthy state.

Financial management responsibilities include but not limited to:
- Annual AOP budgeting, financial planning across the portfolio.
- Manpower and resourcing budgeting
- Operation run rate and forward planning
- Monthly financial status tracking and progressive report
- Operations and Financial optimization

**People and Growth**

The Service Delivery Director is expected to coach and mentor

  • Service Delivery Director

    2 weeks ago

    Singapore SINGAPORE TELECOMMUNICATIONS LIMITED Full time

    The Service Delivery Director leads Singtel Enterprise Business (SEB) managed services projects, overseeing account teams, customer engagement, and service delivery operations. They ensure teams meet SLA targets, drive customer experience improvements, and manage service delivery across functions. They are responsible for budgeting, financial management,...

  • Service Delivery Director

    4 days ago

    Singapore BNL SERVICES PTE LTD Full time

    **Job Title:** Service Delivery DirectorAbout BNL Services PTE LTDWe take pride in providing top-notch cleaning and maintenance services that exceed our clients' expectations. As a Service Delivery Director, you will oversee the delivery of these services, ensuring that our clients receive consistent high-quality results.Key Responsibilities:Develop and...

  • Service Delivery Director

    2 days ago

    Singapore ITCONNECTUS PTE. LTD. Full time

    Job DescriptionAs a Service Delivery Director, you will oversee the day-to-day operations of the Response Centre, ensuring seamless service delivery to internal and external stakeholders. Key Responsibilities: Monitor and manage SLAs, KPIs, and operational metrics to ensure service quality and performance targets are met or exceeded.Develop and implement...

  • Service Delivery Director

    1 week ago

    Singapore Talentsis Pte Ltd Full time

    Service Delivery DirectorTalentsis Pte Ltd is a leading organization in the Technology, Information and Media industry. We are seeking an experienced Service Delivery Director to join our team. As a key member of our leadership team, you will be responsible for leading, managing, and mentoring a team comprising of Level 1 & Level 2 engineers. You will...

  • Director Service Delivery

    2 weeks ago

    Singapore Amex Full time

    **Director of Service Delivery - ASIA** Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people. Our purpose is to ensure that Amex workplace technology works...

  • Service Delivery Director

    1 week ago

    Singapore VISTRA Full time

    Company OverviewVistra is a leading global provider of trust, fund and corporate services. We believe in the power of progress and strive to remove friction from the complexity of global business.Job DescriptionWe are seeking an experienced Enterprise Service Management Director to join our Fund Solutions team. As a key member of our team, you will be...

  • parcel delivery

    3 weeks ago

    Singapore FORWARD EXPRESS DELIVERY Full time

    Roles & ResponsibilitiesPARCEL DELIVERY DRIVERS REQUIREDWORK WITH OUR COMPANY TO DELIVER PARCELS TO DIFFERENT AREAS AROUND SINGAPORE.HARDWORKING VALID DRIVING LICENSE HAVE A SMART PHONE ABLE TO SPEAK BASIC ENGLISH SINGAPOREAN ONLY WEST AREAAPPLICANTS INTEREST PLEASE CONTACT 8651 9966 VIA WHATSAPPTell employers what skills you haveCustomer Service...

  • parcel delivery

    1 week ago

    Singapore FORWARD EXPRESS DELIVERY Full time

    Roles & ResponsibilitiesPARCEL DELIVERY DRIVERS REQUIREDWORK WITH OUR COMPANY TO DELIVER PARCELS TO DIFFERENT AREAS AROUND SINGAPORE.HARDWORKING VALID DRIVING LICENSE HAVE A SMART PHONE ABLE TO SPEAK BASIC ENGLISH SINGAPOREAN ONLY WEST AREA HAVE VANAPPLICANTS INTEREST PLEASE CONTACT 8651 9966 VIA WHATSAPPTell employers what skills you haveCustomer...

  • Service Delivery Director

    5 days ago

    Singapore Merck Gruppe Full time

    In this critical role as the Service Delivery Director, you will be responsible for managing and optimizing service delivery within the designated region. This includes leading a team of service professionals, ensuring exceptional customer satisfaction, and driving operational efficiency.Your Key Objectives:Achieve targeted revenue goals through maintenance...

  • Director - Service Delivery

    2 days ago

    Singapore American Express Full time

    Director - Service Delivery **You Lead the Way. We've Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and...

  • Service Delivery Director

    5 days ago

    Singapore This is an IT support group Full time

    This IT support group is looking for a seasoned Service Delivery Director to oversee performance monitoring, budgeting, and payment for outsourced services.About the RoleMonitor and prepare dashboards/reports of performance metrics.Ensure alignment with contractual requirements and maintain service partner capacity at optimal levels.Perform budget...

  • Director - Service Delivery

    5 days ago

    Singapore Amex Full time

    **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create...

  • Service Delivery Director

    1 week ago

    Singapore SAS INSTITUTE PTE LTD Full time

    Job DescriptionThe SAS Institute PTE LTD is seeking an experienced Service Delivery Director to lead our project management team. As a key member of our team, you will be responsible for ensuring that all projects are completed on time, within budget, and to the satisfaction of our clients. You will develop and implement project management strategies to...

  • Service delivery director

    1 week ago

    Singapore RANDSTAD PTE. LIMITED Full time

    Roles & Responsibilities* good pay & benefits* opportunity to delivery & manage modern application technology & AI projects* central work location* perm and stable work environmentabout the companyOur client is a global MNC companyabout the jobThe Service Delivery Director will oversee the delivery of application development services, focusing on AI-powered...

  • Service delivery director

    6 days ago

    Singapore RANDSTAD PTE. LIMITED Full time

    Roles & Responsibilities* good pay & benefits* opportunity to delivery & manage modern application technology & AI projects* central work location* perm and stable work environmentabout the companyOur client is a global MNC companyabout the jobThe Service Delivery Director will oversee the delivery of application development services, focusing on AI-powered...

  • Service Delivery Director

    1 week ago

    Singapore ITCONNECTUS PTE. LTD. Full time

    Roles & ResponsibilitiesSummary:The Service Delivery Director is a key leadership role responsible for overseeing the successful delivery of application maintenance, cloud, and on-premises infrastructure services to a diverse portfolio of public and private sector clients. This role demands a strong understanding of ITIL practices, a deep technical...

  • IT Service Delivery Director

    2 weeks ago

    Singapore DBS Bank Limited Full time

    Company OverviewDBS Bank Limited is a leading financial institution in Asia, committed to helping our customers achieve their financial goals. Our Group Technology and Operations (T&O) team enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people...

  • Service Delivery Director

    6 days ago

    Singapore NCS PTE. LTD. Full time

    Roles & ResponsibilitiesNCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people....

  • Delivery Director, Verticals

    2 weeks ago

    Singapore Snowflake Full time

    Build the future of data. Join the Snowflake team. The Delivery Director role is part of the Snowflake Professional Services Team. Our purpose is to accelerate customer adoption and drive customer business objectives. We do this through a portfolio of services, delivered by world class consultants that leverage our leading practices, methodologies and...

  • IT Service Delivery Director

    1 week ago

    Singapore MOTUL ASIA PACIFIC PTE. LTD. Full time

    Job SummaryMOTUL ASIA PACIFIC PTE. LTD. is seeking a highly experienced IT Service Delivery Director to lead our Asia Pacific team in delivering high-quality IT services to our customers. As a key member of our leadership team, you will be responsible for developing and implementing regional strategies for IT equipment, core infrastructure systems, and...