Share this Job

Service Delivery Mgr, Service Leadership

Date: 09-Mar-2023

Location: Singapore, Singapore

Company: Singtel Group



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 candidate should possess:

  • Typically 6 years Engineering Systems service or project management experience
  • Strong knowledge in process improvement methodologies and tools
  • Understanding of System Development Lifecycle (SDLC)
  • Degree in Electrical/Electronics Engineering, Information Systems, Computer Science or equivalent
  • Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
  • Able to lead, develop and maintain respectful and trusting relationship
  • Proficient in written and spoken English
  • Willing to be on 24x7 support to customer as contracted SLA to customer is 24x7.
  • Able to travel as required