Service Delivery Director

**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