- Serve as the primary contact for NTUC Health, ST Engineering, and Singapore Power, addressing all queries, including fault reports and change requests.
- Build and maintain strong, trust-based relationships with these key customers to foster loyalty and long-term partnerships.
- Act as a customer advocate within SPTEL, ensuring their needs are represented and prioritized.
- Conduct Quarterly Business Reviews (QBRs) to present service performance, including fault and change request reports, while gathering feedback to improve service delivery.
- Oversee end-to-end service delivery for projects related to NTUC Health, ST Engineering, and Singapore Power, from planning to execution.
- Clearly communicate deliverables, KPIs, milestone checks, and measurable outcomes to all stakeholders.
- Create a detailed project organizational structure and responsibility matrix to ensure clarity of roles.
- Develop comprehensive Project Plans, including:
- Scope of Work: Clearly defined deliverables and boundaries of the project.
- Schedule: Timelines, milestones, and key deadlines.
- Communication Plan: Channels, frequency, and methods for updates and stakeholder engagement.
- Quality Control Plan: Standards and processes to ensure project quality.
- Collaborate with internal teams (e.g., sales, product, engineering, and BizIT) to ensure seamless project implementation.
- Track project milestones, ensuring timelines and budgets are met without compromising quality.
- Identify risks and develop mitigation plans to address potential issues during project execution.
- Provide regular updates to customers on project progress and address any concerns proactively.
- Manage fault reports and coordinate internal teams to resolve issues promptly for key customers.
- Handle customer change requests, ensuring alignment with agreed SLAs and timely implementation.
- Compile and analyze monthly fault and change request reports, presenting insights and identifying trends.
- Identify and recommend solutions to address gaps.
- Collaborate with sales teams to identify opportunities based on customer feedback and operational requirements.
- Maintain comprehensive records of customer interactions, project milestones, fault resolutions, and change requests.
- Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.
- Degree or Diploma in Telecommunication, Computer Engineering, or IT related field
- 3 – 5 years' experience in project management, delivery or assurance support, preferably in telco infrastructure environment
- Passionate to work with multiple parties, including customers, contractors, and other service partners to ensure service is delivered according to committed datelines.
- Strong technical knowledge of network infrastructure and Data Centre operation
- Good understanding in networking, e.g. WAN/LAN, TCP/IP etc
- Familiar with site deployment of in-building telco's facilities and assets is preferred.
- Ability to work independently and collaboratively with contractors, colleagues, and Data Centre
- Independent, self-driven, highly customer focused and able to work under high-pressure environment especially during emergency restoration of services.
- Good communication skills, keen to learn and a team player.
- Possession of Project Management Professional (PMP) or Prince2 certification, and Qualified Class 3 Driving License is preferred.
- Assist in other operational tasks as required.
- Only Singaporeans or SPRs may apply.
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Engineer, Service Delivery - Singapore - ST Engineering Mission Software & Services Pte Ltd
Description
Key Responsibilities
1.Customer Relationship Management
2. Project Management
3.Incident and Change Management
4.Service Improvement
5.Reporting and Documentation
Role Requirements:
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Service Delivery Manager
Only for registered members Singapore
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Service Delivery Director
Only for registered members Singapore
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Service Delivery Manager
Only for registered members Singapore
-
Service Delivery Manager
Only for registered members Singapore
-
Service Delivery Manager
Only for registered members Singapore
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Service Delivery Manager
Fujitsu- Singapore
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Service Delivery Manager
Only for registered members Singapore
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Service Delivery Director
Only for registered members Singapore
-
Service Delivery Manager
Only for registered members Singapore
-
Service Delivery Manager
Full time Only for registered members Singapore
-
Service Delivery Manager
Only for registered members Singapore
-
Service Delivery Manager
Only for registered members Singapore
-
Service Delivery Lead
Only for registered members Singapore
-
Service Delivery Manager
Only for registered members Singapore
-
Service Delivery Director
Only for registered members Singapore
-
Service Delivery Manager
Full time Only for registered members Singapore
-
Service Delivery Manager
Only for registered members Singapore
-
Engineer, Service Delivery
Full time ST Engineering Mission Software & Services Pte Ltd- Singapore
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Service Delivery Manager
Full time NCS Hong Kong and Singapore- Singapore
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Service Delivery Manager
Only for registered members Singapore
-
Service Delivery Manager
Only for registered members Singapore