24/7 Service Delivery Lead - Operations & Transformation

Singtel; Kuala Lumpur; Vor Ort; Confidential; Vollzeit

Zusammenfassung

Singtel KL (Sudong MY Sdn Bhd) is launching a Shared Services Centre in Kuala Lumpur. We seek an Operations Manager to lead 24x7 Service Delivery Centre operations, ensuring service reliability, governance, and continuous improvement.

The role focuses on incident management, workforce planning, and cross-functional coordination with vendors and stakeholders to meet SLAs and cost targets.

Qualifikationen

• Bachelor’s degree in Engineering, IT, Telecoms, or related field.
• 10+ years in telecom/IT services and managed services.
• Proven leadership of large operational teams.
• Strong ITIL and service delivery experience.
• Experience with 24x7 operations and shift management.
• Knowledge of change management and User Access Management is beneficial.

Aufgaben

• Provide operational leadership across multiple support teams to meet SLAs.
• Oversee 24x7 SDC operations for continuous service delivery.
• Identify and escalate incidents, ensuring timely resolution.
• Drive workforce planning and shift scheduling for 24x7 coverage.
• Collaborate with vendors and stakeholders to drive improvements.
• Maintain SOPs, runbooks, and handover processes.

Kenntnisse

Operational leadership

SLA governance

Incident management

ITIL frameworks

Workforce planning

Cross-functional coordination

NOC operations

Change management

Cost control

Stakeholder management

Ausbildung

Bachelor's degree in IT/Engineering or related field

Tools

NOC monitoring tools

Incident tracking tools

Jobbeschreibung

Singtel KL (Sudong MY Sdn Bhd) is launching a Shared Services Centre in Kuala Lumpur. We seek an Operations Manager to lead 24x7 Service Delivery Centre operations, ensuring service reliability, governance, and continuous improvement.

The role focuses on incident management, workforce planning, and cross-functional coordination with vendors and stakeholders to meet SLAs and cost targets.