Director, Customer Engmt & Assurance
Singtel · Kuala Lumpur, Malaysia
Full-timeonsiteexecutiveCustomerCustomer Service
รายละเอียดงาน / Description
Based in Malaysia, this leadership role oversees end-to-end service delivery, operational readiness, and client assurance across a global portfolio of enterprise accounts. You will spearhead the shift from traditional operational assurance toward proactive customer success governance. In this position, you will collaborate with cross-functional global teams, handle critical escalations, monitor SLA commitments, and drive long-term client satisfaction and retention.
หน้าที่ความรับผิดชอบ / Responsibilities
- Lead global enterprise service delivery across onboarding, transition-to-run, and ongoing steady-state operations.
- Govern operational readiness, support structures, and runbook implementation prior to customer go-live.
- Ensure global service assurance alignment across regional markets and cross-border operational teams.
- Oversee SLA performance, service improvement initiatives, and executive business reviews.
- Manage major client escalations, operational risks, and cross-functional alignment with commercial units.
- Drive the organizational evolution toward proactive customer success management and digital service transformation.
คุณสมบัติ / Qualifications
- Bachelor's degree in Engineering, Computer Science, Telecommunications, Business, or a related field.
- At least 15 years of leadership experience in service delivery, managed services, ICT, or telecommunications.
- Demonstrated track record of directing complex global enterprise client engagements.
- In-depth expertise in ITIL, ITSM frameworks, SLA governance, and operational readiness.
- Strong understanding of telecommunications, enterprise networks, cloud, and managed cybersecurity solutions.
- Exceptional executive stakeholder management, commercial acumen, and matrix leadership capabilities.
ทักษะที่ต้องการ / Required skills
- Service Delivery
- Customer Success
- ITIL
- ITSM
- SLA Management
- Escalation Management
- Stakeholder Management
- Telecommunications
- Risk Management
- Operations Leadership
ทักษะเพิ่มเติม / Nice to have
- ServiceNow
- Power BI
- PMP
- PRINCE2
- Agile
- Lean Six Sigma
- MBA