Senior Service Delivery Manager

Singtel; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

Join a leading telecommunications company as a Service Delivery Manager, where you'll drive service excellence and lead a team to enhance client relationships. You'll leverage digital tools to manage incidents, performance, and continuous improvement while fostering strong communication with stakeholders.

Qualifications

• Experience in a Service Delivery or Client-Facing Operations role, preferably in a multinational environment.
• Knowledge in Network Protocol and Networking WAN technologies.
• Solid service management skills, leading cross-functional teams.

Responsibilities

• Lead a team managing service delivery and client relationships.
• Oversee incident and fault management, ensuring timely responses.
• Coordinate planned maintenance and manage operational performance.

Skills

Analytical skills

Problem-solving

Stakeholder engagement

Service management

Education

Diploma / Degree in Computer Science / Engineering

Tools

PowerBI

Grafana

Job description

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that take your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

As a Service Delivery Manager, you will play a pivotal role in enhancing the customer experience and ensuring the consistent delivery of high-quality services to our key clientele. This role demands a dynamic leader who excels at building lasting relationships within client organizations and serves as the primary point of contact for critical operational matters. Leveraging modern digital tools—including dashboards and chat ops platforms—you will drive service excellence, foster continuous improvement, and proactively shape the future of our service delivery framework.

Key Responsibilities

As the Service Delivery Manager, you will lead a globally distributed team of Service Managers and Operation Managers to:

• Client Relationship Management
  • Cultivate and maintain strong service relationships across all levels of client organizations.
  • Serve as the single point of contact (PoC) for escalated service and operational issues.
  • Represent the service delivery team in client governance meetings, ensuring transparency and trust.
• Incident & Fault Management
  • Lead the response to complex, critical, or escalated incidents, ensuring precise coordination, timely updates, and efficient resolution.
  • Drive root cause analysis and facilitate post-mortem reviews to capture key learnings and prevent recurrence.
• Planned Maintenance Coordination
  • Oversee and manage the complete planned maintenance lifecycle for clients’ critical services.
  • Communicate strategically to clients, providing clear updates and ensuring minimal disruption.
• Operational Performance & Service Levels
  • Translate client concerns into actionable improvement plans for internal teams.
  • Ensure that all Service Level Agreements (SLAs) are met, as defined in contractual obligations.
  • Monitor and manage service delivery metrics to ensure alignment with client expectations.
• Governance & Escalation Framework
  • Establish a clear understanding of project delivery roles and escalation paths.
  • Ensure governance structures are followed and clearly communicated across all stakeholders.
• Continuous Improvement & Innovation
  • Drive continuous improvement initiatives, including co-creation efforts with clients and cost optimization strategies by comparing capacity vs. utilization.
  • Implement and monitor improvement plans targeting prolonged outages, chronic issues, repeated faults, and "found no fault" cases.
• Digital Collaboration & Analytics
  • Use dashboards and data visualization tools to derive service insights and identify trends.
  • Utilize chat ops platforms (e.g., Microsoft Teams) for collaborative communication and incident coordination.
• Network Performance Management
  • Conduct regular (weekly/monthly) performance review sessions covering:
    • Review of previous meeting minutes
    • Current network availability and performance
    • Proposed enhancements and optimization initiatives
    • Updated status of improvement plans

Skills for Success:

• Diploma / Degree in Computer Science / Engineering or equivalent
• Knowledge in Network Protocol and Networking WAN technologies
• Proven experience in a Service Delivery or Client-Facing Operations role, preferably in a multinational environment.
• Understanding of digital technologies, including Software Defined Wide Area Networking, and leveraging dashboards e.g. PowerBI, Grafana to produce reports
• Strong analytical and problem-solving abilities, with a keen attention to detail and a results-oriented mindset.
• Solid service management skills, with experience leading cross-functional teams and managing complex, multi-stakeholder projects across countries/regions.
• Familiarity with the local language of the region assigned
• Strong stakeholder engagement and communication skills, both verbal and written.