Director, IT Service Delivery

Singapore Telecommunications Limited; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

Singtel is seeking a Service Delivery Director to lead end-to-end delivery across multiple account teams, ensuring SLAs are met and client expectations are exceeded. You will drive strategic plans and mentor senior managers in a complex enterprise environment.

You will engage senior stakeholders, manage portfolio financials, coordinate 3rd party partners, and promote continuous service improvements. With 8–10 years in enterprise IT (or 15+ in senior delivery), you’ll help shape the portfolio and

Qualifications

• ITIL Foundation certification required.
• 8–10 years in enterprise IT or 15+ years in senior delivery role managing cross-domain enterprise environments.

Responsibilities

• Drive service delivery to meet and exceed contractual SLA commitments.
• Sponsoring delivery teams in digitalization initiatives to enhance efficiency and experience.
• Manage senior stakeholders (CxOs, VPs, IT Heads) through portfolio management during major incidents.
• Build and strengthen client relationships with deep knowledge of customer domains.
• Identify opportunities and support Sales in pursuing new business to grow the portfolio.
• Lead Service and Technical delivery teams in day-to-day operations and drive improvements.
• Engage and manage 3rd party partners to align their capabilities with service contracts.
• Oversee portfolio financials, cost recovery, and financial optimization.
• Coach and mentor associates and managers; set KPI targets and provide performance guidance.

Skills

ITIL Foundation

Delivery Management

Project Management

Executive Stakeholder Management

People Management

Presentation Skills

Portfolio Financial Management

Coaching / Mentorship

Cross-domain experience

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 takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

Service Delivery

Service Delivery encompasses the end-to-end deliverables specified in the Service Contract provided by Singtel Group (or its subsidiaries). This includes service governance, client engagement with customers, and managing the expectations and outcomes for both external and internal senior stakeholders. Service Delivery also focuses on account growth and ensuring an excellent customer engagement experience.

The Service Delivery Director is responsible for managing multiple account delivery teams in alignment with Singtel's commitments to various service contracts.

The Service Delivery Director is also expected to develop strategic and tactical plans to ensure delivery meets contractual obligations to customers. Key responsibilities include (but are not limited to): -

• Driving service delivery to meet and exceed contractual SLA commitments.
• Sponsoring delivery teams in implementing digitalization initiatives to enhance efficiency and improve the service engagement experience.
• Managing senior stakeholders (e.g. CxOs, VPs, and IT Heads) through effective communication and portfolio management during major incidents.
• Building and strengthening client relationships through in-depth knowledge of customer domains.
• Identifying opportunities and supporting the Sales Team in pursuing new business prospects to grow the EWO portfolio.

Operations

The Service Delivery Director is expected to lead both the Service and Technical delivery team in day-to-day operations matters, and ensure services are delivered with pride and sustainable model to meet our SLA deliverables. Operation delivery includes leading team on delivery excellence, and drive towards continuous service improvements, and to enhance the service values to the customer.

The Service Delivery Director is also expected to engage and manage 3rd party partners and vendors, to align their delivery competency and capabilities with Singtel service contract to our customers.

Financial Management

The Service Delivery Director is expected to manage the financials for the service portfolios under the purview, in accordance with the Business Case of the service contracts on Cost of Delivery, recovery of cost in respective cost centre in a healthy state.

Financial management responsibilities include but not limited to: -

• Annual AOP budgeting, financial planning across the portfolio.
• Manpower and resourcing budgeting
• Operation run rate and forward planning
• Monthly financial status tracking and progressive report
• Operations and Financial optimization

People and Growth

The Service Delivery Director is expected to coach and mentor Associate Directors, Service Delivery Managers, and delivery teams, whether under direct or indirect management (e.g., third-party partners or contractors). This includes providing thought leadership and demonstrating strong people management skills for the various teams within the service portfolios.

The Service Delivery Director is responsible for developing a Portfolio Strategy and Tactical Performance Measurement for the teams under their supervision. They should adopt a top-down approach to KPI setting for the delivery teams within the portfolio.

Additionally, the Service Delivery Director should conduct routine communication sessions with members of the delivery teams and their direct reports to provide directives and guidance. This includes holding weekly, monthly, quarterly, semi-annual, or annual meetings, as well as one-on-one sessions and performance assessments, as required.

Corporate Engagement

The Service Delivery Director would support Global Delivery 5 key initiatives within their portfolio: -

• Customer First,
• Quality First,
• People First,
• Digital First,
• Security First,

The Service Delivery Director would support any other Singtel and/or SEB corporate program and events, as required.

The Service Delivery Director would support and promote collaboration within the delivery teams, Singtel and/or SEB organization.

Skills for Success:

• ITIL Foundation
• Min 8-10 years working in enterprise scale IT environment or 15 years in senior delivery role managing in Cross Domains (multiple technical domains) enterprise environment

Proficient in:

1. Service Delivery Management
2. Project Management
3. ITIL Foundation
4. Proficient in at least 2 or more technical workstreams (Network, System, DB, Storage, Hosting, Cloud, Workplace services, Telco services)
5. Executive Stakeholders Management
6. People management
7. Presentation skills
8. Project P&L & Portfolio Financial Management
9. Coaching / Mentorship skillsets