IT Enterprise Service Delivery Manager
23 hours ago
**Service Delivery**
- Service Delivery incorporates the end-to-end deliverables of the Service Contract delivered by Singtel Group (or its sub entities). This includes client engagement with Customer and managing external and internal stakeholders’ expectations and deliverables outcome.
- This will also cover the growth of the account and looking into delivering excellent Customer Engagement experience.
- The SDM is also expected to make strategic and tactical plans in alignment of delivery to meet the contractual obligations (SLAs) to our customers.
- The SDM will act as the SPOC, for Customer engagement on service delivery matters, and will be part of the Customer Engagement & Assurance business unit, and part of the Technology Service & Assurance Group organization structure.
**Operations**
- The SDM is expected to lead both the Service and Technical delivery team in day-to-day operations matters, and ensure services are delivered sustainable model to meet our SLA deliverables.
- Operations delivery includes leading team on delivery excellence, and drive towards continuous service improvements, and to enhance the service values to the customer.
- The SDM is also expected to engage and manage 3rd party partners, to align their delivery competency and capabilities with Singtel service contract to our customers.
**Financial Management**
- The SDM is expected to manage the financials for the service projects under his purview. This includes recovery of costs in respective cost centers in a healthy state.
**People and Growth**
- The SDM is expected to have people management on the delivery teams, either under direct or indirect management (eg. 3rd party partners or contractors).
- The SDM should also conduct routine communications with the members of the delivery teams, and their own direct reports. This includes weekly/monthly/quarterly/half-annually/annually meetings, one-on-one sessions and performance assessments as deemed required.
**Skills for Success**:
Min. 6 years in general service delivery, in 1 or more Technical Domain / Min 2 years working in enterprise scale IT environment, / Min. 10 years in senior delivery role managing in at least 1 Technical Domains (or multiple technical domains) in enterprise environment.
- Service Delivery Management
- ITIL Foundation knowledge
- Proficient in at less 1 technical workstream (Network, System, DB, Storage, Hosting, Cloud, Workplace services)
- People Management
- Presentation skills
- Project Management
- Financial management
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