Global Head of Customer Engagement & Assurance

Singapore Telecommunications Limited

Kuala Lumpur

Sur place

MYR 350 000 - 550 000

Plein temps

14 jours+

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Résumé du poste

Singtel KL is scaling its Shared Services Centre in Kuala Lumpur and seeks a Director, Customer Engagement & Assurance to lead global service delivery, customer governance and proactive success management for enterprise accounts. You will drive Day 1 through Day 2 operations, establish runbooks, dashboards, and improve service outcomes across regions.

The role requires senior leadership, strong ITIL/ITSM knowledge, stakeholder engagement, and experience with global customers.

Qualifications

15+ years of experience in service delivery, managed services, ICT, telecoms or operations leadership.
Proven experience managing strategic/global enterprise customers.
Strong knowledge of ITIL/ITSM, SLA management, major incident & change management.

Responsabilités

Lead end-to-end service delivery across global enterprise customers and Day 1 to Day 2 operations.
Drive governance, SLA performance, and customer escalation management.
Ensure operational readiness, runbooks, dashboards and reporting structures.
Lead customer success governance, executive engagements and quarterly business reviews.
Partner with Sales, Product, Legal and Finance on renewals and risks.
Coach and lead regional delivery teams through influence in a complex matrix organization.