24x7 Service Delivery Lead | Ops & Transformation

Singtel Group; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Singtel KL Sudong MY Sdn Bhd in Kuala Lumpur seeks an experienced Operations Manager to lead the 24x7 Service Delivery Centre and oversee Managed Services operations, ensuring seamless service delivery, governance and compliance with SLAs.

The role focuses on incidents, escalation, workforce planning, UAM, change management, SOPs and KPI-driven performance in a fast-paced telecom environment.

Qualifications

• Degree or equivalent professional qualification in Engineering, Information Technology, Telecommunications, Business Management, Operations Management or a related discipline.
• Minimum 10 years of experience in telecommunications, IT services, Managed Services, service delivery or operational management.
• Proven experience leading large-scale or multi-functional operational teams within a complex service delivery environment.
• Strong experience in operational governance, service assurance, incident management, escalation management and SLA performance monitoring.
• Experience managing or supporting 24x7 operations, including workforce planning, shift management and operational continuity, is highly preferred.
• Sound knowledge of ITIL frameworks, IT service management practices and operational service delivery processes.
• Strong capabilities in manpower planning, capacity management, resource optimisation, performance management and cost control.
• Good understanding of NOC operations, change management, User Access Management, patching and maintenance activities.
• Excellent leadership, stakeholder management, communication and cross-functional coordination skills.
• Strong analytical, problem-solving and decision-making abilities, with the capability to manage critical incidents and operational risks effectively.
• Experience working with geographically distributed teams, offshore operations or captive shared services environments will be an advantage.
• Exposure to operational transitions, service transformation, process improvement or automation initiatives will be beneficial.

Responsibilities

• Provide overall operational leadership, governance and oversight across multiple support teams, ensuring service delivery meets agreed SLAs, operational standards and cost targets.
• Lead and oversee 24x7 Service Delivery Centre (SDC) operations, ensuring continuous monitoring, timely incident response, effective escalation and operational continuity.
• Ensure incidents, alerts and service disruptions are promptly identified, prioritised, investigated and escalated to the appropriate technical resolver teams.
• Drive operational accountability across teams, ensuring clear ownership of incidents, service requests, operational risks and customer-impacting issues.
• Manage workforce planning, shift scheduling, manpower allocation and contingency arrangements to maintain uninterrupted 24x7 operational coverage.
• Oversee local people and administrative matters, including onboarding, employee coordination, performance management support and workforce requirements.
• Monitor operational KPIs, including SLA compliance, incident restoration, alert response, service availability, operational backlog, change success rates and cost efficiency.
• Act as the key coordination point between Sudong and ES HQ, ensuring alignment of operational priorities, dependencies and service commitments.
• Collaborate with functional leaders, technical teams, vendors and stakeholders to resolve operational challenges, manage escalations and drive service improvements.
• Oversee User Access Management (UAM) activities, ensuring timely access provisioning, modifications, revocations and periodic reviews in compliance with governance requirements.
• Monitor scheduled patching, maintenance and operational activities, ensuring timely completion and escalation of unsuccessful or outstanding tasks.
• Govern NOC and Telco Change Request operations, ensuring compliance with approved change procedures, implementation plans, rollback processes and operational readiness requirements.
• Maintain and enhance operational SOPs, runbooks, escalation procedures and shift handover processes to ensure consistency, accuracy and service continuity.
• Identify recurring incidents, operational inefficiencies and service gaps, implementing corrective, preventive and automation initiatives to improve operational performance.
• Conduct regular operational performance reviews and provide management reporting on service health, risks, resource capacity, productivity and improvement initiatives.
• Drive continuous improvement, operational transformation and process standardisation to enhance service reliability, operational efficiency and customer satisfaction.

Skills

Leadership

Governance

Incident management

SLA monitoring

Workforce planning

ITIL knowledge

Capacity management

NOC operations

Stakeholder management

Problem solving

Cross-functional coordination

Automation initiatives

Education

Degree or equivalent professional qualification in Engineering, Information Technology, Telecommunications, Business Management, Operations Management or a related discipline

Job description

Singtel KL Sudong MY Sdn Bhd in Kuala Lumpur seeks an experienced Operations Manager to lead the 24x7 Service Delivery Centre and oversee Managed Services operations, ensuring seamless service delivery, governance and compliance with SLAs.

The role focuses on incidents, escalation, workforce planning, UAM, change management, SOPs and KPI-driven performance in a fast-paced telecom environment.