Director, Customer Engmt & Assurance

Singtel Group; Kuala Lumpur; On-site; MYR 240,000 - 420,000; Full time

Job summary

Singtel KL, part of Singtel Group, is seeking a Director, Customer Engagement & Assurance to lead end-to-end service delivery for our global enterprise portfolio from our Kuala Lumpur Shared Services Centre. You will own governance, SLA performance, and customer success initiatives across Day 1 to Day 2 operations, driving proactive improvements and executive reporting.

In this leadership role, you will coordinate with regional and global teams, manage escalations, and steer transformation

Qualifications

• Proven experience leading global enterprise service delivery and customer success governance.
• Strong ITIL/ITSM knowledge and incident management capabilities.
• Experience with transition-to-run and Day 2 operations.
• Stakeholder engagement at executive level across regions.
• Ability to drive service improvement, dashboards and governance.
• MBA and ITIL v4, PMP or similar certification would be advantageous.

Responsibilities

• Lead end-to-end global customer service delivery across Day 1 to Day 2 operations.
• Serve as the accountable service delivery leader for strategic global customers.
• Drive performance, operational readiness, customer governance and continuous service improvement.
• Strengthen executive stakeholder engagement across markets.
• Govern transition-to-run readiness and acceptance before customer go-live.
• Establish runbooks, support models, escalation paths, dashboards and reporting structures.
• Coordinate service governance across global and regional teams.
• Monitor SLA performance and drive service improvement plans.

Skills

ITIL/ITSM

SLA management

Major incident management

Change management

Service transition

Operational readiness

Stakeholder management

Leadership

Cross-functional coordination

Global enterprise delivery

Education

Degree in Engineering, Computer Science, Information Systems, Telecommunications, Business or related discipline

Tools

ServiceNow

Power BI

Job description

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SayHELLO to BIG Possibilities with Singtel KL(Sudong MY Sdn Bhd)!

Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

Director, Customer Engagement & Assurance to lead end-to-end service delivery, customer assurance and customer success governance across our global enterprise customer portfolio. This role will provide leadership across service delivery, operational readiness, SLA performance, customer governance, escalations and service improvement, while driving the transformation towards a more proactive Customer Success Management model.

Make an Impact by:

1. Global Customer Service Delivery Leadership

• Lead end-to-end customer service outcomes across Day 1 delivery, transition-to-run and Day 2 steady-state operations.
• Serve as the key accountable service delivery leader for strategic global customers.
• Drive service performance, operational readiness, customer governance and continuous service improvement.
• Strengthen customer confidence and executive stakeholder engagement.

2. Service Transition & Operational Readiness

• Govern transition-to-run readiness and acceptance before customer go-live.
• Ensure service runbooks, support models, escalation paths, dashboards and reporting structures are established.
• Partner with project, service management, architecture and operations teams to enable smooth service transition.
• Drive post-go-live stability and minimise operational gaps.

3. Global & Regional Service Delivery Governance

• Coordinate service assurance across global and regional markets, including Europe, USA, Greater China and SGO-linked teams.
• Align regional service delivery leaders, service managers and technical teams to common operating standards.
• Manage cross-region dependencies, partner issues, local constraints and customer escalations.
• Promote consistent service governance and accountability across markets.

4. Service Performance & Customer Experience

• Monitor SLA performance, recurring incidents, ageing escalations, customer complaints and service improvement plans.
• Lead QBRs, service reviews, customer success reviews and executive escalation meetings.
• Drive corrective and preventive actions for underperforming customer accounts.
• Improve customer satisfaction, customer health and overall service outcomes.

5. Escalation, Risk & Commercial Management

• Lead major customer escalations involving service failures, major incidents, delivery delays and cross-functional issues.
• Maintain visibility of key service risks across strategic customer accounts.
• Partner with Sales, Product, Commercial, Legal and Finance on customer commitments, renewals and service-related risks.
• Support revenue protection, customer retention and renewal confidence.

6. Customer Success & Transformation

• Drive the evolution from traditional service assurance towards proactive Customer Success Management.
• Embed customer health scoring, service improvement plans, adoption tracking, renewal support and value realisation.
• Identify opportunities to improve service delivery through automation, dashboards and digital service management.
• Strengthen proactive risk management and reduce reactive escalations.

7. Leadership & Stakeholder Management

• Provide leadership across Service Delivery Directors, Service Managers, Project Managers and regional delivery stakeholders.
• Drive clear accountability and role clarity across global delivery teams.
• Lead through influence in a complex matrix organisation.
• Engage senior customer stakeholders and internal executives during critical service situations.

Skills for Success

• Degree in Engineering, Computer Science, Information Systems, Telecommunications, Business or related discipline.
• Minimum 15 years of experience in service delivery, managed services, ICT, telecommunications, enterprise technology, customer success or operations leadership.
• Proven experience managing strategic or global enterprise customers and complex delivery environments.
• Strong knowledge of ITIL / ITSM, SLA management, major incident management, problem management, change management, service transition and operational readiness.
• Strong understanding of telecommunications, ICT, cloud, network, cyber or managed services delivery.
• Strong senior stakeholder management and customer executive engagement skills.
• Strong leadership, negotiation, escalation management, commercial awareness and risk management capabilities.
• Proven ability to lead cross-functional and regional teams through influence.
• Experience in global or regional managed services, transformation programmes or multinational customer environments would be advantageous.
• Exposure to ServiceNow, Power BI, operational dashboards, customer health scoring and AI-enabled service management would be an advantage.
• MBA, ITIL v4, PMP, PRINCE2, Agile, Lean Six Sigma or equivalent certification would be advantageous