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Service Delivery Manager (Networks)

Date: 03-Oct-2022

Location: Singapore, Singapore

Company: Singtel Group

At Singtel, 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. 

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.

 

Service Delivery incorporates the end to end deliverables of the Service Contract delivered by Singtel Group (or it’s sub entities). This includes service governance, client engagement with Customers, and managing external and internal stakeholders’ expectations and deliverables outcome.

 

The service delivery will also cover the growth of the account and looking into delivering excellent Customer Engagement experience.

 

The Service Delivery Manager may manage delivery in a single, or up to multiple accounts subjective to the size and scale of the service contract. The Service Delivery Manager is also expected to make strategic and tactical plans in alignment of delivery to meet the contractual obligation to our customers.

 

The Service Delivery Manager will act as the SPOC for Customer engagement on service delivery matters, and will be part of the Client Delivery Engagement, EDMS organization structure.

 

Operations

The Service Delivery Manager is 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 driving towards continuous service improvements, and enhancing the service values to the customer.

The Service Delivery Manager is also expected to engage and manage 3rd party partners, to align their delivery competency and capabilities with Singtel service contract to our customers.

 

Financial Management

The Service Delivery Manager is expected to manage 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. This includes but not limited to annual AOP budgeting, financial planning for each service contract.

 

People and Growth

The Service Delivery Manager is expected to coach and mentor the delivery teams, either under direct or indirect management (e.g. 3rd party partners or contractors). This includes thought leadership, and people management skills for various team under his service portfolios. The Service Delivery Manager will develop Individual Development Plan and Key Performance Indicators for their teams under their supervision.

The Service Delivery should also communicate regularly with the members of the delivery teams, and their own direct reports. This includes weekly/monthly/quarterly/half-annually/annually meetings, one-on-one sessions and performance assessments as deemed required.

 

Requirements:

  • Degree holder
  • Minimum ITIL Foundation
  • Min. 3-4 yrs in general service delivery, in network and security or Min 2 yrs working in enterprise scale IT environment / Service Delivery Management 
  • Candidate with CCNA / CCIE highly preferred
  • Proficient in Network technical workstream 
  • Experienced with People management, Presentation skills, Project P&L Management