Global Director, Customer Success & Service Delivery

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

Job summary

Singtel KL, launching its Shared Services Centre in Kuala Lumpur, is seeking a Director, Customer Engagement & Assurance to lead end-to-end service delivery for global enterprise customers.

In this role, you will drive customer governance, service performance and proactive customer success, align regional teams, and oversee transition-to-run readiness along with Day 2 operations to minimise gaps and escalate where needed.

Qualifications

• 15+ years in service delivery, managed services or enterprise IT.
• Proven global or regional enterprise customer management.
• Strong ITIL/ITSM knowledge and SLA governance.
• Experience with transformation programs and proactive customer success.

Responsibilities

• Lead end-to-end service delivery for global enterprise customers.
• Drive service performance, governance and customer success metrics.
• Oversee transition-to-run readiness and Day 2 operations.
• Manage escalations and drive continuous service improvement.
• Collaborate with Sales, Product, Legal and Finance on commitments and renewals.
• Engage senior stakeholders and executives during critical service events.

Skills

ITIL / ITSM expertise

SLA management

Major incident management

Change management

Service transition

Operational readiness

Stakeholder management

Leadership

Cross-functional collaboration

Risk management

Education

Bachelor's degree in Engineering / Computer Science / Information Systems / Telecommunications / Business

MBA or equivalent certifications

Tools

ServiceNow

Power BI

Job description

Singtel KL, launching its Shared Services Centre in Kuala Lumpur, is seeking a Director, Customer Engagement & Assurance to lead end-to-end service delivery for global enterprise customers.

In this role, you will drive customer governance, service performance and proactive customer success, align regional teams, and oversee transition-to-run readiness along with Day 2 operations to minimise gaps and escalate where needed.