24/7 Global Service Delivery Operations Lead

Singapore Telecommunications Limited; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Singtel KL is launching a Shared Services Centre in Kuala Lumpur and seeks an Operations Manager to lead Managed Services operations, ensuring service delivery excellence, governance and continuous improvement. The role focuses on 24x7 SDC operations, incident handling, escalation management and cost-efficient resource utilisation.

Ideal candidates have 10+ years in telecom/IT services, strong ITIL knowledge, leadership and stakeholder management skills, and experience managing distributed teams

Qualifications

• Degree or equivalent professional qualification inEngineering, IT, Telecommunications, Business Management or Operations Management.
• 10+ years of experience in telecom, IT services, managed services or operations management.
• Experience leading large multi-functional operational teams and managing 24x7 service delivery.

Responsibilities

• Provide overall operational leadership and governance across multiple support teams to meet SLAs and cost targets.
• Lead 24x7 Service Delivery Centre operations, ensuring monitoring, incident response and continuity.
• Identify and escalate incidents, manage ownership of service requests and operational risks.
• Plan workforce, shifts and contingency arrangements for uninterrupted coverage.
• Collaborate with leaders, vendors and stakeholders to resolve challenges and drive improvements.
• Oversee User Access Management, patching, maintenance and change control processes.

Skills

Leadership

Stakeholder management

Communication

Cross-functional coordination

Analytical thinking

Problem solving

Decision making

Incident management

Operational governance

Education

Engineering/IT/Telecommunications/Business/Operations degree

Job description

Singtel KL is launching a Shared Services Centre in Kuala Lumpur and seeks an Operations Manager to lead Managed Services operations, ensuring service delivery excellence, governance and continuous improvement. The role focuses on 24x7 SDC operations, incident handling, escalation management and cost-efficient resource utilisation.

Ideal candidates have 10+ years in telecom/IT services, strong ITIL knowledge, leadership and stakeholder management skills, and experience managing distributed teams