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Senior Consultant

Date: 29-Mar-2021

Location: Singapore, Singapore

Company: Singtel Group

 

Critical Work Functions

Key Tasks / Responsibilities

Project Delivery

  • Act as a focal point for all operational support related queries and issues
  • Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
  • Regular review with support team to ensure that all support tasks and deliverables meet 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) / Service Delivery Manager (SDM)
  • Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD) / Service Delivery Manager (SDM)
  • Review service request/enhancement effort, schedules and risk plans
  • Review and raise resource requirement
  • 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 operation reports) within the agreed timeframes

Business Development

  • Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Service Delivery Manager (SDM) for development of that opportunity
  • Act as a focal point for gathering of operational information for development of any opportunities

Team Management

  • Delegate operational 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

Category

Requirement

Description

Education and Qualifications

Degree

Computer Science / IT or equivalent

Work Experience

3 Years

Managing IT Operations