Head of Service Delivery

Company Description
**About MyRepublic**:
Our purpose at MyRepublic is to transform people’s lives by creating a connected world that is seamless, smart and safe, while innovating the way telcos operate.

One of the fastest growing telecom operators in the Asia-Pacific, MyRepublic has operations across Singapore, New Zealand, and Australia, and is set to expand further into the region.

Our vision is to be the world’s largest enabler of deep, meaningful and trusted relationships between customers and products through a highly scalable connectivity franchise model.

With our uniquely scalable and centralised framework enabling the seamless delivery of layered services, MyRepublic has become a leader in the digital transformation for the telecom sector, one that is set to play out over the next decade in one of the most exciting regions of the world.

**Job Description**:
**How you’ll contribute to MyRepublic’s success**:

- Build trust relationships with customer stakeholders at all levels - CIO/CISO, Security Operations Center Managers, end users etc. through open and effective communication.
- Identify, understand and assess customers’ needs, problems and challenges. Make the right recommendations to improve their situation and work towards to be their trusted advisor in cybersecurity.
- Reinforce value proposition of the MSSP service by understanding customers’ environment and identifying additional monitoring opportunities to enhance customer cybersecurity posture. Work with sales teams on new opportunities and renewal strategies.
- Plan, oversee and lead projects during onboarding phase. Work and interact with various internal and external customer stakeholders. Create project plan, set deadlines, coordinate activities between different teams, monitor and report project progress to key stakeholders.
- Perform regular cadence meetings with customers during operational phase to review security posture and service improvement initiatives. Develop customised service delivery reports to enhance insights and value of the MSSP service.
- Handle customers’ complaints, provide solutions and follow up to ensure resolution. Act as an escalation contact for customers in order to drive and escalate issues within the organisation

**Qualifications**:
**We think you’ll fit in great with us if you**:

- Degree in IT or relevant discipline with at least 8 years of IT Managed Services Service Delivery experience and with 5 years as a people manager
- Proficiency and experience managing the following services: Systems, Storage, Virtualisation, and Cloud, Network and Security
- Prior experience in large scale IT/Managed Services enterprise environment especially in Government environment
- Good knowledge of Cyber Security landscape and ability to learn
- IT Service Management, ITIL Practitioner or ITIL Foundation
- Ability to farm, negotiate on commercial opportunity and possess an eye for details.
- Proficient in at least two of the technical competencies in Network security, System OS RHEL, VmWare, Windows, Oracle DB, HP Storage, Cyber Security
- Good understand of AWS, Azure cloud technologies
- Strong people management, profit and loss management, presentation and communication skills
- Project Management, CITPM or PMP preferred.
- Understand technical concepts and able to communicate to technical and non-technical audiences.
- Able to listen actively, understand the needs of customers and offer creative solutions to resolve customers’ challenges.
- Good written and verbal communication skills.
- Highly motivated and proactive problem solver who is able to deconstruct complex problems.

Additional Information
**What we offer in return**:

- Exciting opportunities to create and grow in a rapidly growing organisation that is a disruptor in the telco-tech space.
- Amazing colleagues and culture that encourages you to do your best work while staying authentic and true to yourself.
- A workplace that puts your individual needs at the core: Remote, Hybrid or In-Office - choose a work rhythm that suits you and your team. We focus on outcomes and believe that you can deliver your best work, working anywhere, anytime.
- Wellness first. We believe that wellness goes beyond team celebrations and birthday parties. Our holistic approach to wellness gives you opportunities to recharge, connect and explore, at and outside work. In addition to the standard leave entitlements, we offer:

- 1 day of wellness leave every quarter for you to take for your health and wellbeing, and explore your personal passions.
- 20 days to work from anywhere each year, allowing you more flexibility to explore and connect with your interests while delivering work you will be proud about.

We believe that skills, knowledge and experience can come from a diverse range of life experiences. You may not have ALL the listed requirements for this role but this should not hold back If you believe that you have what it takes for this position, a