Associate Director, Application Delivery

**Associate Director, Application Delivery**:
**Date**:24 Oct 2025

**Location**: Singapore, Singapore

**Company**:Singtel Group

**Be a Part of Something BIG**

Project Services Deliverables:

- Own End-to-End Service Delivery: Ensure all aspects of the service contract are fulfilled, aligning deliverables with business objectives.
- Client & Stakeholder Engagement: Manage expectations and outcomes across internal teams and external customers, fostering strong relationships.
- Drive Account Growth: Expand service scope and customer engagement through strategic planning and continuous improvement.
- Champion Customer Experience: Deliver exceptional service by adopting industry best practices and maintaining high standards.
- Vendor Oversight: Review and manage vendor solutions, bridging gaps to ensure alignment with service expectations.
- Project Leadership: Lead teams to deliver projects on schedule, maintaining quality and accountability throughout execution.
- Service Recovery & Escalation Management: Address service gaps and escalations swiftly, implementing corrective actions and improvements.
- Enhance Service Value: Continuously improve service offerings to maximize customer satisfaction and business impact.
- Third-Party Partner Management: Align external delivery partners with contractual obligations and performance goals.
- Strategic Technology Planning: Develop tactical plans for core technologies to ensure sustained performance and market relevance year over year.

Service management:

- Lead Service & Technical Teams: Oversee day-to-day operations, ensuring delivery excellence and sustainable service models across CARE and CCP platforms.
- Drive Project Delivery: Guide teams to achieve project milestones on time, maintaining high standards of quality and execution.
- Service Recovery & Improvement: Proactively address service gaps and escalations, implementing enhancements to elevate customer experience.
- Vendor & Partner Management: Engage and align third-party partners and vendors to meet contractual obligations and drive year-on-year performance improvements.
- Major Incident Management: Act as the escalation point for critical incidents, ensuring timely resolution within agreed SLAs and minimizing business impact.
- Stakeholder Communication: Provide clear, executive-level summaries and updates on major incidents to senior stakeholders, including VP and CIO levels.
- Post-Incident Review & Problem Management: Lead and participate in reviews to capture lessons learned, drive process improvements, and build a robust incident knowledge base.
- Reporting & Analytics: Produce high-quality incident, service, and performance reports tailored to various audiences, and analyze data for continuous improvement.
- Relationship Building: Foster strong relationships with senior business and technology stakeholders to instill confidence in incident and service management.
- Continuous Service Excellence: Lead hyper-care initiatives post-launch, attend service reviews, and ensure all teams adhere to incident management processes for ongoing service excellence.

People and Growth:

- Coach and mentor the delivery teams, either under direct or indirect management (e.g. 3rd party partners or contractors). This include thought leadership, and people management skills for various team under his service portfolios.
- Coach the Team members to develop Individual Development Plan and proper career path planning. Provide leadership and direction to project teams and oversee the development of competencies and career progression of team members.

**Make an Impact by**:

- CARE Application Oversight: Deliver end-to-end solutions for call center IVR systems, ensuring alignment with internal business needs.
- Vendor Management: Review vendor solutions, bridge gaps, and track delivery milestones.
- Stakeholder Engagement: Conduct design reviews with vendors and business stakeholders, ensuring compliance with Singtel standards.
- Security and Continuity: Lead resolution of security findings and execute business continuity and disaster recovery plans for CARE systems.
- Team Leadership: Manage internal teams, optimize resource utilization, and guide technical delivery.
- Client Engagement: Handle service contracts, manage expectations, and drive customer experience improvements.

Operational Oversight & Budget Management
- Call Center Operations Monitoring: Oversee solution performance and service continuity across four call centre sites, supporting approximately 1,200 agents, 50 team leads, and 4 directors. Ensure systems are stable, responsive, and aligned with business needs.
- Issue Resolution & Escalation Management: Act as the primary escalation point for solution-related issues across all sites, coordinating rapid response and resolution to minimize impact on customer service operations.
- Budget Ownership and Strategic Investment
- Operational Expenditure (OPEX) Management: Lead the planning and execution of a