Service Delivery Manager

Service Delivery Oversight

• 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
• Act as primary liaison for client communications, ensuring customer satisfaction, managing expectations and resolving escalations
• For respective regions – the Service Delivery Manager will:Act as the first point of call for risks, issues and escalationsJointly work with regional partner and line directors to mitigate risks and resolve issuesAssess partner performance based on interactions, and provide feedback to Service LeadRaise opportunities for partner service improvements to Service Lead and PMO LeadLiaise with the line, contract manager and partner to ensure that the correct technical details and lessons learnt are covered in new SOWs
• Reports to the Service Delivery Lead, escalating performance and quality issues as required
• Conduct a scheduled link failover test to ensure the effectiveness of our network redundancy and business continuity measures.

Vendor Performance & Relationship Management

• Ensure vendors meet contractual SLAs and KPIs.
• Conduct regular performance reviews and manage escalations.
• Foster collaborative and transparent vendor relationships

• 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/highlights to Service Lead on Biz Op reports
• 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 Delivery Lead with a proposed plan, including required support

Project Coordination & Execution

• Lead service-related initiatives involving vendor transitions and upgrades.
• Lead infra-related initiatives with Group IT, Biz ops & vendor on planning, testing, implementation and transition.
• Align project milestones with business goals, track progress and manage dependencies

Stakeholder Engagement

• Act as the liaison between vendors, internal teams, and leadership.
• Communicate service performance and improvement plans.
• Align delivery with strategic priorities.

Continuous Improvement & Innovation

• Highlight potential opportunities for partner performance improvements to Service Delivery 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
• Collaborated with cross-functional teams to translate analytical insights into actionable improvements in processes, service quality, and customer experience.

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

Skills for Success

• Bachelor Degree or equivalent in Engineering/Business/IT 
• 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
• Six Sigma Green Belt
• ITIL Foundation
• VDI knowledge