Technical Service Delivery Director

ppSelect how often (in days) to receive an alert: /ppAn 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”. /ppThis position is based in Milan, Italy. The Service Delivery Director is responsible for end-to-end delivery of telco and ICT services, ensuring services are delivered on time, within budget, and in line with agreed service levels and customer expectations. /ppThis role provides strategic and operational leadership across Project and Service Management, driving service excellence, operationalefficiency, and continuous improvement for enterprise and/or wholesale customers. /ph3Service Delivery Leadership /h3ulliOwn end-to-end service delivery performance across telco and ICT portfolios (e.g. fixed line network services, cloud, cybersecurity, managed services, unified communications). /liliAct as executive sponsor for key customer accounts, ensuring strong governance, escalation management, and relationship management. /liliEnsure service delivery aligns with commercial commitments, contractual SLAs, and regulatory requirements. /liliDrive a customer-centric culture focused on service quality, reliability, and continuous improvement. /li /ulh32. Project Management Oversight /h3ulliProvide executive oversight of all delivery projects, including telco provisioning, network rollout, ICT transformation, service onboarding, and customer migrations. /liliEstablish and govern a standardized bProject Management framework /b (e.g. waterfall, agile, hybrid). /liliEnsure strong project governance, risk management, dependency management, and financial control. /liliMonitor delivery KPIs such as schedule adherence, cost variance, scope control, and benefits realization. /liliIntervene proactively on at-risk or critical projects to ensure successful outcomes. /li /ulh33. Service Management Operations /h3ulliLead Service Management functions aligned to bITIL / ISO 20000 /b best practices, including: /liliIncident, Problem, Change, and Release Management /liliCapacity, Availability, and Continuity Management /liliEnsure operational readiness for new services and smooth transition from project to BAU. /liliOversee 24/7 operational support models (internal teams and/or vendors). /liliDrive service stability, reduction of repeat incidents, and improved MTTR and SLA compliance. /liliEstablish service delivery governance frameworks, forums, and reporting structures. /liliEnsure compliance with security, data privacy, and regulatory standards relevant to telco and ICT services. /liliManage vendor and partner performance, including SLAs, OLAs, and contractual obligations. /liliOversee audit readiness and remediation of service delivery risks. /liliOwn service delivery budgets, cost optimisation initiatives, and financial forecasting. /liliEnsure delivery efficiency while protecting margins and supporting revenue growth. /liliSupport pre-sales and bid activities by shaping delivery models, cost estimates, and risk assessments. /liliDrive productivity improvements through automation, tooling, and process optimisation. /li /ulh36. People Capability Leadership /h3ulliLead and develop high-performing teams across project management, service management, and operations. /liliBuild succession plans and capability uplift in areas such as cloud, cybersecurity, automation, and digital service delivery. /liliFoster a culture of accountability, collaboration, and continuous improvement. /liliSet clear performance objectives and manage talent development. /li /ulh3Skills for Success: /h3ulliBachelor’s or Master’s degree in Telecommunications, Information Technology, Business, or related field. /lili15+ years of experience in telco/ICT service delivery, with at least 5 years in senior leadership roles. /liliProven track record in managing large-scale service delivery portfolios and complex ICT/telco projects. /liliStrong knowledge of ITIL, ISO 20000, and project management methodologies (PMP, PRINCE2, Agile). /liliDemonstrated ability to manage budgets, optimize costs, and drive revenue-supporting initiatives. /liliExperience in vendor/partner management and regulatory compliance. /liliExcellent stakeholder management, communication, and executive-level presentation skills. /li /ul /p #J-18808-Ljbffr