Be a Part of Something BIG! 

Project Services Deliverables:

• Own End-to-End Service Delivery: Ensure all aspects of the service contract are fulfilled, aligning deliverables with business objectives.
• Client & Stakeholder Engagement: Manage expectations and outcomes across internal teams and external customers, fostering strong relationships.
• Drive Account Growth: Expand service scope and customer engagement through strategic planning and continuous improvement.
• Champion Customer Experience: Deliver exceptional service by adopting industry best practices and maintaining high standards.
• Vendor Oversight: Review and manage vendor solutions, bridging gaps to ensure alignment with service expectations.
• Project Leadership: Lead teams to deliver projects on schedule, maintaining quality and accountability throughout execution.
• Service Recovery & Escalation Management: Address service gaps and escalations swiftly, implementing corrective actions and improvements.
• Enhance Service Value: Continuously improve service offerings to maximize customer satisfaction and business impact.
• Third-Party Partner Management: Align external delivery partners with contractual obligations and performance goals.
• Strategic Technology Planning: Develop tactical plans for core technologies to ensure sustained performance and market relevance year over year.

Service management:

• Lead Service & Technical Teams: Oversee day-to-day operations, ensuring delivery excellence and sustainable service models across CARE and CCP platforms.
• Drive Project Delivery: Guide teams to achieve project milestones on time, maintaining high standards of quality and execution.
• Service Recovery & Improvement: Proactively address service gaps and escalations, implementing enhancements to elevate customer experience.
• Vendor & Partner Management: Engage and align third-party partners and vendors to meet contractual obligations and drive year-on-year performance improvements.
• Major Incident Management: Act as the escalation point for critical incidents, ensuring timely resolution within agreed SLAs and minimizing business impact.
• Stakeholder Communication: Provide clear, executive-level summaries and updates on major incidents to senior stakeholders, including VP and CIO levels.
• Post-Incident Review & Problem Management: Lead and participate in reviews to capture lessons learned, drive process improvements, and build a robust incident knowledge base.
• Reporting & Analytics: Produce high-quality incident, service, and performance reports tailored to various audiences, and analyze data for continuous improvement.
• Relationship Building: Foster strong relationships with senior business and technology stakeholders to instill confidence in incident and service management.
• Continuous Service Excellence: Lead hyper-care initiatives post-launch, attend service reviews, and ensure all teams adhere to incident management processes for ongoing service excellence.

People and Growth:

• Coach and mentor the delivery teams, either under direct or indirect management (e.g. 3rd party partners or contractors). This include thought leadership, and people management skills for various team under his service portfolios.
• Coach the Team members to develop Individual Development Plan and proper career path planning. Provide leadership and direction to project teams and oversee the development of competencies and career progression of team members.

Make an Impact by:

• CARE Application Oversight: Deliver end-to-end solutions for call center IVR systems, ensuring alignment with internal business needs.
• Vendor Management: Review vendor solutions, bridge gaps, and track delivery milestones.
• Stakeholder Engagement: Conduct design reviews with vendors and business stakeholders, ensuring compliance with Singtel standards.
• Security and Continuity: Lead resolution of security findings and execute business continuity and disaster recovery plans for CARE systems.
• Team Leadership: Manage internal teams, optimize resource utilization, and guide technical delivery.
• Client Engagement: Handle service contracts, manage expectations, and drive customer experience improvements.

Operational Oversight & Budget Management

• Call Center Operations Monitoring: Oversee solution performance and service continuity across four call centre sites, supporting approximately 1,200 agents, 50 team leads, and 4 directors. Ensure systems are stable, responsive, and aligned with business needs.
• Issue Resolution & Escalation Management: Act as the primary escalation point for solution-related issues across all sites, coordinating rapid response and resolution to minimize impact on customer service operations.

·        Budget Ownership and Strategic Investment

• Operational Expenditure (OPEX) Management: Lead the planning and execution of an annual OPEX budget of approximately $4.4 million, ensuring cost-effective service delivery, vendor alignment, and strategic investment in technology upgrades and operational enhancements.
• Capital Expenditure (CAPEX) Delivery: Oversee the implementation of CAPEX initiatives totaling $2.5 million annually, driven by both business and IT priorities—including operational resiliency and AI enablement. Partner with business stakeholders to ensure delivery of committed ROI as outlined in approved business cases.

• Performance & Service Excellence: Monitor KPIs across all sites, drive continuous improvement initiatives, and ensure service levels meet contractual and business expectations.

Skills for Success:

• Educational Background: Bachelor’s degree in Information Technology, Computer Science, or a related discipline (preferred).
• Industry Tenure: Minimum 15 years in the ICT industry, with at least 10 years managing systems such as CRM and OSS, especially in call center environments.
• Technical Leadership: Proven hands-on experience designing and modernizing legacy systems using cloud-native technologies, microservices, APIs, containers, and DevOps practices.
• IT Services Contract Expertise: Deep understanding of IT services contracts and complex implementation projects in both legacy and cloud-managed service environments.
• Complex Project Delivery: Demonstrated ability to lead large-scale, end-to-end implementation projects involving both legacy and modern platforms.
• Stakeholder Management: Strong track record of engaging with internal and external stakeholders, including clients, vendors, and cross-functional teams.
• Continuous Improvement: Commitment to adopting industry best practices and driving service excellence through innovation and process optimization.
• Strategic Vision: Ability to align technology initiatives with business goals, ensuring long-term sustainability and relevance in a rapidly evolving market.
• Leadership & Delivery:
  • Proven track record in leading regionally distributed teams and delivering large-scale Telco BSS/OSS systems and Call centre systems.
  • Experience in coaching and recovering troubled projects
  • Ability to act as a leader of change and influence stakeholders in a matrix organization
• Additional Skills & Certifications:
  • Stakeholder Management: Strong ability to navigate cross-functional teams and influence senior leadership
  • Talent Development: Experience mentoring teams and building recruitment strategies, especially in roles related to Talent Acquisition

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!