Overview
Service Delivery Manager
Date: 28 May 2025
Location:
Singapore, Singapore
Company:
Singtel Group
An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every “hello” at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.
Service Delivery
- Service Delivery incorporates the end-to-end deliverables of the Service Contract delivered by Singtel Group (or its sub entities). This includes client engagement with Customer and managing external and internal stakeholders’ expectations and deliverables outcome.
- This will also cover the growth of the account and looking into delivering excellent Customer Engagement experience.
- The Service Delivery Manager (SDM) may manage delivery in a single, or up to multiple accounts subjective to the size and scale of the service contract.
- The SDM is also expected to make strategic and tactical plans in alignment of delivery to meet the contractual obligations (SLAs) to our customers.
- The SDM will act as the SPOC, for Customer engagement on service delivery matters, and will be part of the Customer Engagement & Assurance business unit, and part of the Technology Service & Assurance Group organization structure.
Operations
- The SDM is expected to lead both the Service and Technical delivery team in day-to-day operations matters, and ensure services are delivered sustainable model to meet our SLA deliverables.
- Operations delivery includes leading team on delivery excellence, and drive towards continuous service improvements, and to enhance the service values to the customer.
- The SDM 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 SDM is expected to manage the financials for the service projects under his purview. This includes recovery of costs in respective cost centers in a healthy state.
People and Growth
- The SDM is expected to have people management on the delivery teams, either under direct or indirect management (eg. 3rd party partners or contractors).
- The SDM should also conduct routine communications 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.
Skills for Success:
Min. 6 years in general service delivery, in 1 or more Technical Domain / Min 2 years working in enterprise scale IT environment, / Min. 10 years in senior delivery role managing in at least 1 Technical Domains (or multiple technical domains) in enterprise environment.
- Service Delivery Management
- ITIL Foundation knowledge
- Proficient in at less 1 technical workstream (Network, System, DB, Storage, Hosting, Cloud, Workplace services)
- People Management
- Presentation skills
- Project Management
- Financial management
About Singtel
Headquartered in Singapore, Singtel has 140 years of operating experience and played a pivotal role in the country’s development as a major communications hub. Optus, our subsidiary in Australia, is a leader in integrated telecommunications, constantly raising the bar in innovative products and services.
We are also strategically invested in leading companies in Asia and Africa, including Bharti Airtel (India, South Asia and Africa), Telkomsel (Indonesia), Globe Telecom (the Philippines) and Advanced Info Service (Thailand). We work closely with our associates, leveraging our scale in networks, customer reach and extensive operational experience to lead and shape the communications industry.
Together, the Group serves over 700 million mobile customers around world. Singtel is one of the largest listed Singapore companies on the Singapore Exchange by market capitalisation.
The Group has a vast network of offices throughout Asia Pacific, Europe and the USA, and employs more than 23,000 staff worldwide.