Global Director, Customer Success & Assurance

Singtel Group; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

Singtel KL, part of the Singtel Group, is seeking a Director, Customer Engagement & Assurance to lead end-to-end service delivery for global enterprise customers. This role drives SLA performance, governance and continuous service improvement.

You will partner with Sales, Product, Legal and Finance on renewals, manage escalations and steer a transformation toward proactive Customer Success Management with dashboards and executive engagements.

Qualifications

• Minimum 15 years in service delivery/leadership for ICT or enterprise tech.
• Proven experience with global enterprise customers and complex delivery environments.
• Strong knowledge of ITIL / ITSM and service governance.

Responsibilities

• Lead end-to-end customer service outcomes across Day 1 to Day 2 operations.
• Serve as the accountable service delivery lead for strategic global customers.
• Drive performance, readiness, governance and continuous service improvement.
• Manage escalations and risk across cross-functional teams.

Skills

Global delivery leadership

ITIL / ITSM

Stakeholder management

Executive engagement

Service transition

Education

Degree in Engineering or IT

Tools

ServiceNow

Power BI

Operational dashboards

Job description

Singtel KL, part of the Singtel Group, is seeking a Director, Customer Engagement & Assurance to lead end-to-end service delivery for global enterprise customers. This role drives SLA performance, governance and continuous service improvement.

You will partner with Sales, Product, Legal and Finance on renewals, manage escalations and steer a transformation toward proactive Customer Success Management with dashboards and executive engagements.