Service Delivery Manager

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Service Delivery Oversight

• The Service Delivery Manager acts as the “On the ground” Singtel point of contact, liaising with function leads and line directors to manage partner on a day-to-day basis
• Act as primary liaison for client communications, ensuring customer satisfaction, managing expectations and resolving escalations
• For respective regions – the Service Delivery Manager will:
  • Act as the first point of call for risks, issues and escalations
  • Jointly work with regional partner and line directors to mitigate risks and resolve issues
  • Assess partner performance based on interactions, and provide feedback to Service Lead
  • Raise opportunities for partner service improvements to Service Lead and PMO Lead
  • Liaise with the line, contract manager and partner to ensure that the correct technical details and lessons learnt are covered in new SOWs
• Reports to the Service Delivery Lead, escalating performance and quality issues as required
• Conduct a scheduled link failover test to ensure the effectiveness of our network redundancy and business continuity measures.

Vendor Performance & Relationship Management

• Ensure vendors meet contractual SLAs and KPIs.
• Conduct regular performance reviews and manage escalations.
• Foster collaborative and transparent vendor relationships

• Assess partner performance based on daily interactions, and feedback from business lines
• Liaise with the Biz Ops team at a regional level to ensure that they have access to KPI and SLA measurements required for tracking and reporting purposes
• Provide regular commentary/highlights to Service Lead on Biz Op reports
• Capture risks for each function, and work with the partner and business to identify and track implementation of mitigation strategies
• Monitor ongoing issues, jointly develop resolution strategy, and ensure required actions from partner and business are taken
• Where risks and issues cannot be mitigated or resolved at a regional level, escalate to Service Delivery Lead with a proposed plan, including required support

Project Coordination & Execution

• Lead service-related initiatives involving vendor transitions and upgrades.
• Lead infra-related initiatives with Group IT, Biz ops & vendor on planning, testing, implementation and transition.
• Align project milestones with business goals, track progress and manage dependencies

Stakeholder Engagement

• Act as the liaison between vendors, internal teams, and leadership.
• Communicate service performance and improvement plans.
• Align delivery with strategic priorities.

Continuous Improvement & Innovation

• Highlight potential opportunities for partner performance improvements to Service Delivery Lead
• Monitor performance improvement plans at a regional level, and escalate deviations as required
• Co-ordinate with business lines and partner to facilitate performance improvements
• Collaborated with cross-functional teams to translate analytical insights into actionable improvements in processes, service quality, and customer experience.

Support Development of new SOWs

• Work with function leads, contract manager and the partner to ensure technical details (in-scope services, service levels, ops requirements, etc.) are captured for new SOWs
• Highlight lessons learnt from previous SOWs to prevent repeat incidents from occurring

Skills for Success

• Bachelor Degree or equivalent in Engineering/Business/IT 
• Minimum 7+ years of relevant working experience
• At least 2-3 years’ experience (inclusive) in IT outsourcing, Service Delivery Management, Managed Services and Telco environment
• Six Sigma Green Belt
• ITIL Foundation
• VDI knowledge