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Director, IT Workplace Transformation & Delivery (SG)

Date: 29-Mar-2021

Location: Singapore, Singapore

Company: Singtel Group


Singtel, Asia’s leading communications technology group, provides an extensive range of telecommunications and digital services to millions of consumers and businesses across Asia, Australia, Africa and the USA. With over 140 years of innovation behind us, we continue to push boundaries in our networks and services, to enrich lives and transform businesses.


Our core values – Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence – shape the way we work. We are passionate about making a difference and have an open and inclusive culture where everyone is empowered to do their best. Our diverse business means you will enjoy unique opportunities and rewarding experiences to learn and grow your career in a dynamic industry.


Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020


The Director is accountable for transforming Singtel IT workplace to meet the business needs in the area of collaboration, mobility, unified communication & productivity enhancement, thereby improve overall user experience and satisfaction. The role is also responsible for leading and managing IT Workplace operations and projects to deliver quality workplace services to our internal stakeholders and users.  In addition, the role is also responsible for the day-to-day service management aspect of IT Workplace Services, this include active management of partners and outsourced service providers who are supporting the application and infrastructure to deliver the following service domain :

  • Enterprise Mobility & Endpoint Management
  • Collaboration & Productivity
  • Unified Communication
  • IT Service Desk & Care Centre


The scope covers 16,000 users in Singtel/NCS and include all Singtel offices in Singapore as well as overseas locations (eg. Off-shore call centres, delivery centres, SGO, etc). The position is expected to manage a team of up to 40 headcounts, outsourced  annual contract of $15M, and capex of $5M.


Key Responsibilities

  • Lead and Champion IT Workplace Transformation Initiatives and services for Singtel
  • Develop Long-term strategic roadmap for IT Workplace
  • Alignment of IT Workplace strategy and planning with company's business goals.
  • Optimisation of IT Workplace Technology through an understanding of evolving business needs and technology capabilities.
  • Accountable for delivering a IT Workplace solution which are scalable, adaptable and in line with ever changing business needs.
  • Management of the risks associated with IT Workplace assets through appropriate standards and IT policies.
  • Direct or indirect involvement and oversight of the development of policies, standards and guidelines that direct the selection, development, implementation and use of IT Workplace within the enterprise.
  • Conduct training to build employee knowledge and skills in the use of workplace technologies and tools.
  • Accountable for the capacity, supportability and lifecycle management of the IT Workplace infrastructure.
  • Responsible for the day-to-day running of IT Workplace Service
  • Managing the Service Providers where we outsourced the IT Workplace services
  • Ensure compliance to security policies and standards, and drive a strong security culture within the department.
  • Partner internal security functions to deliver safe and reliable services to business units and users.


As a key member of Technology Infrastructure Leadership Team, the Director has to be able to work across cultural boundaries supporting a hybrid on-shore / off-shore delivery model.


Service Levels   

The role is responsible for ensuring that the in-scope infrastructure performs to or above agreed Service Levels with the Singtel business and subsidiaries.  This responsibility includes ensuring:

  • The IT Workplace infrastructure delivered meets or exceeds these Service Levels,
  • New or updated IT Workplace infrastructure components are designed to meet these Service Levels including technical availability and operational supportability,
  • That the Service Levels remain current through the annual review process.


Capability  - Internal

The Director for IT Workplace Transformation & Services is responsible for continuous improvements in internal capability to ensure that Singtel Group IT maximizes the business values from the use of emerging digital technologies. .  This responsibility is achieved through:

  • Structure: the Director for IT Workplace Services will continue to improve resource flexibility through developing cross-discipline competency centres (including any adjustments to responsibilities, decision rights and processes) where efficiencies and risk reduction benefits are realisable.
  • Recruitment:  the Director for IT Workplace Services will be responsible for ensuring that best possible talent is recruited.  This responsibility is achieved through:
  • Developing strong role definitions
  • Ensuring effective use of Recruitment centre resources and processes to attract the right talent
  • Ensuring effective tracking and evaluation of new talent within the probation period
  • Retention: Director for IT Workplace Services will be responsible for the retention of key talent within the Infrastructure organisation through the effective use of retention strategies.
  • Development: Director for IT Workplace Services is responsible for the improving capability levels across the organisation through the effective allocation of the training budget and cross-skilling and or stretch/growth initiatives.
  • Measurement: The Director for IT Workplace Services is responsible for ensuring that metrics are developed for the IT Workplace Team in order to effectively measure against the Service Levels.
  • Customer Interaction: Through high quality technical solution the Director for IT Workplace Services is responsible for delivering exceptional experience to both Business and IT customers.


Capability - External

The Director for IT Workplace Services is responsible for achieving the maximum possible value for its externally allocated operational budget. This responsibility is achieved through:

  • Ensuring vendor agreements include measurable KPIs covering preventative maintenance and continuous improvement objectives (both commercial and operational) as well as availability and response related KPIs.
  • Ensuring strong IT Workplace governance processes are created and implemented.
  • Ensuring key Intellectual property and operational knowledge is maintained internally


Infrastructure Lifecycle Management

The Director for IT Workplace Services, in partnership with Infrastructure Architecture, is responsible for the ongoing lifecycle of IT Workplace infrastructure within the Group IT portfolio and must ensure that the infrastructure is at supported levels and has enough capacity as to not impede business usage. 


AOP Planning & Execution

The Director for IT Workplace Services is responsible for ensuring that capacity growth and IT Workplace infrastructure remediation capital is allocated and executed efficiently to maximise the reduction in operational risk across the infrastructure portfolio.  This responsibility includes:

  • Ensuring that infrastructure with the greatest operational risk is identified and prioritised in the Business capital plans.  In partnership with Infrastructure Architecture.
  • Ensuring that the retiring and remediation plans are executed successfully and deliver the required reduction in operational risk



The Director for IT Workplace Services is responsible for ensuring that project/programs include the retiring or remediation of existing and related systems, by including in each project:

  • A viable, supportable, cost effective solution,
  • Ongoing maintenance and support expenses in project estimates with an eye toward creating a compelling financial argument for the retirement of overlapping functionality,
  • Success measures including retirement and modernization goals rather than simply being on time, on budget and to specification



  • An IT professional with extensive experience (>10 years) in a competitive IT environment, including at least 5 years at a management level
  • Educated to degree level related to the Business Management, Information Technology or Technology Engineering
  • High-level Knowledge of industry standard & architectures in IT Workplace technology
  • Knowledge of Office365, AD, Exchange, VC, VDI, MDM, etc.
  • Proven ability to manage and motivate a mixed workforce of internal and outsourced resources to achieve maximum efficiency and results
  • Must have technical exposure to technology vendor management
  • Must have basic commercial background understanding the concept of Total Cost of Ownership
  • Some commercial experience in a Telecommunications operational environment


We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.