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Service Delivery Manager

Date: 07-Jan-2021

Location: Singapore, Singapore

Company: Singtel

Job Description


Service Delivery

  • Service Delivery incorporates the end to end deliverables of the Service Contract delivered by Singtel Group (or it’s sub entities). This include service governance, client engagement with Customers, and managing external and internal stakeholders expectations and deliverables outcome. The service delivery will also covers the growth of the account, and looking into delivering excellent Customer Engagement experience.
  • May manage delivery in a single, or up to multiple accounts subjective to the size and scale of the service contract. The Senior
  • Expected to make strategic and tactical plans in alignment of delivery to meet the contractual obligation to our customers.
  • Act as the SPOC, for Customer engagement on service delivery matters, and will be part of the Client Delivery Engagement, EDMS organization structure.




  • 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.
  • Expected to engage and manage 3rd party partners, to align their delivery competency and capabilities with Singtel service contract to our customers.



Financial Management

  • Expected to managed the financials for the service projects under his purview. This includes the Business Case of the service contracts on cost of delivery, recovery of cost in respective cost centre in a healthy state.
  • Annual AOP budgeting, financial planning for each service contract.



People and Growth

  • Expected to coach and mentor the delivery teams, either under direct or indirect management (eg. 3rd party partners or contractors). This include thought leadership, and people management skills for various team under his service portfolios. The Senior Service Delivery Manager is to  develop Individual Development Plan and Key Performance Indicators for their teams under their supervision.
  • Conduct routine communications to the members of the delivery teams, and their own direct reports. This include, weekly/monthly/quarterly/half-annually/annually meetings, one-on-one sessions and performance assessments as deemed required.


Job Requirement

  • Degree holder 
  • Min. 10 yrs in general service delivery, in 1 or more Technical Domain & Min 5 yrs working in enterprise scale IT environment
  • Service Delivery Management / Project Management / ITIL Foundation / Proficient in at less 1 technical workstream (Network, System, DB, Storage, Hosting, Cloud, Workplace services)
  • People management / Presentation skills / Project PnL Management