Service Delivery Manager - Business Transformation

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Date: 31-Jan-2019

Location: Singapore, Singapore

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. The incumbent 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, raising opportunities for partner service improvements to Service Lead, liaising with the line, contract manager and partner to ensure that the correct technical details and lessons learnt are covered in new SOWs and reporting to the Service Lead, escalating performance and quality issues as required.
 

 

Responsibilities:

 

Day-to-day Partner Management

 

  • 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 Lead with a proposed plan, including required support

 

 

On the ground Partner Performance

 

  • 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 to Service Lead on Biz Op reports and highlights to the Strategic Partner Director

 

Service Improvements

 

  • Highlight potential opportunities for partner performance improvements to Service 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

 

 

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

 

 

 

The ideal candidate should possess

 

  • 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
  • Demonstrated ability to lead, acknowledge, develop people and implement a strategy under crisis situations to ensure compliance
  • Strong Communication and Stakeholder Management skills

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