Director, Customer Engmt & Assurance

Be a part of something BIG!

Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)!

Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

We are looking for a Director, Customer Engagement & Assurance to lead end-to-end service delivery, customer assurance and customer success governance across our global enterprise customer portfolio. This role will provide leadership across service delivery, operational readiness, SLA performance, customer governance, escalations and service improvement, while driving the transformation towards a more proactive Customer Success Management model.

Make an Impact by: 1. Global Customer Service Delivery Leadership

• Lead end-to-end customer service outcomes across Day 1 delivery, transition-to-run and Day 2 steady-state operations.

• Serve as the key accountable service delivery leader for strategic global customers.

• Drive service performance, operational readiness, customer governance and continuous service improvement.

• Strengthen customer confidence and executive stakeholder engagement.

2. Service Transition & Operational Readiness

• Govern transition-to-run readiness and acceptance before customer go-live.

• Ensure service runbooks, support models, escalation paths, dashboards and reporting structures are established.

• Partner with project, service management, architecture and operations teams to enable smooth service transition.

• Drive post-go-live stability and minimise operational gaps.

3. Global & Regional Service Delivery Governance

• Coordinate service assurance across global and regional markets, including Europe, USA, Greater China and SGO-linked teams.

• Align regional service delivery leaders, service managers and technical teams to common operating standards.

• Manage cross-region dependencies, partner issues, local constraints and customer escalations.

• Promote consistent service governance and accountability across markets.

4. Service Performance & Customer Experience

• Monitor SLA performance, recurring incidents, ageing escalations, customer complaints and service improvement plans.

• Lead QBRs, service reviews, customer success reviews and executive escalation meetings.

• Drive corrective and preventive actions for underperforming customer accounts.

• Improve customer satisfaction, customer health and overall service outcomes.

5. Escalation, Risk & Commercial Management

• Lead major customer escalations involving service failures, major incidents, delivery delays and cross-functional issues.

• Maintain visibility of key service risks across strategic customer accounts.

• Partner with Sales, Product, Commercial, Legal and Finance on customer commitments, renewals and service-related risks.

• Support revenue protection, customer retention and renewal confidence.

6. Customer Success & Transformation

• Drive the evolution from traditional service assurance towards proactive Customer Success Management.

• Embed customer health scoring, service improvement plans, adoption tracking, renewal support and value realisation.

• Identify opportunities to improve service delivery through automation, dashboards and digital service management.

• Strengthen proactive risk management and reduce reactive escalations.

7. Leadership & Stakeholder Management

• Provide leadership across Service Delivery Directors, Service Managers, Project Managers and regional delivery stakeholders.

• Drive clear accountability and role clarity across global delivery teams.

• Lead through influence in a complex matrix organisation.

• Engage senior customer stakeholders and internal executives during critical service situations.

Skills for Success

• Degree in Engineering, Computer Science, Information Systems, Telecommunications, Business or related discipline.

• Minimum 15 years of experience in service delivery, managed services, ICT, telecommunications, enterprise technology, customer success or operations leadership.

• Proven experience managing strategic or global enterprise customers and complex delivery environments.

• Strong knowledge of ITIL / ITSM, SLA management, major incident management, problem management, change management, service transition and operational readiness.

• Strong understanding of telecommunications, ICT, cloud, network, cyber or managed services delivery.

• Strong senior stakeholder management and customer executive engagement skills.

• Strong leadership, negotiation, escalation management, commercial awareness and risk management capabilities.

• Proven ability to lead cross-functional and regional teams through influence.

• Experience in global or regional managed services, transformation programmes or multinational customer environments would be advantageous.

• Exposure to ServiceNow, Power BI, operational dashboards, customer health scoring and AI-enabled service management would be an advantage.

• MBA, ITIL v4, PMP, PRINCE2, Agile, Lean Six Sigma or equivalent certification would be advantageous

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