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#EDMS2020 - Service Delivery Executive (Cloud/ Infrastructure)

Date: 17-Mar-2021

Location: Singapore, Singapore

Company: Singtel Group

RESPONSIBILITIES

Project Delivery 
•    Act as a focal point for all support related queries and issues
•    Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
•    Review with support team to ensure that all support tasks and deliverables meet quality and service levels 
•    Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and  Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
•    Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
•    Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director ( SDD)
•    Review and approve service request/enhancement effort, schedules and risk plans
•    Review and raise resource requirement 
•    Responsible for resource forecasting and planning 
•    Review, monitor and report project health status 
Customer/Vendor Management
•    Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
•    Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
Business Development
•    Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
•    Be involved in pre-sale activities
Team Management
•    Delegate tasks effectively by providing clear and specific instructions and goals
•    Plan, track and monitor the tasks assigned to the team leader/ members
•    Participate in leadership activities and providing performance feedback and developmental coaching
•    Monitor and improve team performance, providing leadership, coaching, and performance management

 

The ideal profile should have / be:

  • Degree in Engineering, Computer Science or related discipline
  • Minimum 2 years of Service Delivery Management experience, preferably in Infra projects
  • Proven track record in assuming overall responsibilities and managing large scale projects
  • Mature people management skills, budget management and experience in building teams
  • Strong customer-service orientation.