Global Customer Engagement & Service Assurance Director

Singtel; Kuala Lumpur; On-site; Confidential; Full time

Job summary

Singtel KL is seeking an experienced Service Delivery leader to oversee global customer service outcomes from Day 1 through Day 2, across transition-to-run and ongoing operations. This role anchors governance with regional teams, drives performance, and ensures readiness for new engagements in a complex matrix organisation.

You will partner with Sales, Product, Commercial and Finance to manage commitments, renewals, risks, and customer success initiatives, embedding proactive service management,

Qualifications

• Degree in Engineering, Computer Science, Information Systems, Telecommunications, Business or related discipline.
• Minimum 15 years of experience in service delivery or operations leadership.
• Proven experience managing strategic/global enterprise customers.
• Strong ITIL/ITSM and SLA management knowledge.
• Experience with cross-functional and regional teams.

Responsibilities

• Lead end-to-end customer service delivery across Day 1 to Day 2 operations.
• Drive service performance, governance and continuous improvement.
• Manage major customer escalations and risk.
• Collaborate with Sales, Product, Finance on commitments and renewals.
• Provide leadership across regional delivery stakeholders.

Skills

Stakeholder management

Leadership

ITIL/ITSM

SLA management

Cross-functional leadership

Education

Bachelor's degree in Engineering, Computer Science, Information Systems, Telecommunications, Business or related discipline

Tools

ServiceNow

Power BI

Job description

Singtel KL is seeking an experienced Service Delivery leader to oversee global customer service outcomes from Day 1 through Day 2, across transition-to-run and ongoing operations. This role anchors governance with regional teams, drives performance, and ensures readiness for new engagements in a complex matrix organisation.

You will partner with Sales, Product, Commercial and Finance to manage commitments, renewals, risks, and customer success initiatives, embedding proactive service management,