Senior Service Delivery Manager

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”.

As a  Service Delivery Manager , you will play a pivotal role in enhancing the customer experience and ensuring the consistent delivery of high-quality services to our key clientele. This role demands a dynamic leader who excels at building lasting relationships within client organizations and serves as the primary point of contact for critical operational matters. Leveraging modern digital tools—including dashboards and chat ops platforms—you will drive service excellence, foster continuous improvement, and proactively shape the future of our service delivery framework.

Key Responsibilities

As the Service Delivery Manager, you will lead a globally distributed team of Service Managers and Operation Manager to :

• Client Relationship Management

Cultivate and maintain strong service relationships across all levels of client organizations.

Lead the response to complex, critical, or escalated incidents , ensuring precise coordination, timely updates, and efficient resolution.

Oversee and manage the complete planned maintenance lifecycle for clients’ critical services.

Translate client concerns into actionable improvement plans for internal teams.

Establish a clear understanding of project delivery roles and escalation paths .

Drive continuous improvement initiatives , including co-creation efforts with clients and cost optimization strategies by comparing capacity vs. utilization.

Use dashboards and data visualization tools to derive service insights and identify trends.

Conduct regular (weekly / monthly) performance review sessions covering :

Review of previous meeting minutes

Skills for Success :