Director, Application Delivery Nouveau

Summary

The Director, Application Delivery is accountable for the strategy, architecture, roadmap, delivery,modernization, and operational performance of technology platforms that enable customer care operations in Singtel.

The role leads the evolution of customer service systems spanning assisted and digital channels, including contact centre platforms, case management, knowledge management, workforce enablement,conversational AI and integration with billing, order management, network, and digital platforms.

The Director will work closely with Customer Experience, Service Delivery & Ops, Product Development,Technology, Data & AI and business unit leaders to modernize and simplify the customer care ecosystems,technology landscape, improve service outcomes, increase automation and agent productivity and reduce

cost-to-serve.

The Director will oversee solution performance and service continuity across multiple call centre sites.Ensure systems are stable, responsive and aligned with business needs.

There are 4 key portfolio for this role:

a) Contact Center Platform

b) Fulfilment Systems

c) Order Assurance (Fallout Orders Management)

d) L1 support for Consumer IT

The Director, Application Delivery displays a forward-looking perspective, inspirational and decisive in envisioning the future of Care Platforms powered by Digital and AI in Singtel. He/She is an influential leader who is able to communicate his ideas persuasively and engage with team members and other stakeholders.

How You will Make An Impact:

Care and Fulfilment Platform – Technology Strategy & Transformation

• Define and own the multi-year Care Systems strategy and roadmap, aligned with customer experience, digital transformation, and technology objectives.
• Modernize legacy care platforms toward scalable, cloud-based, API-driven and AI-enabled architectures.
• Establish the target architecture for omnichannel customer care across voice, messaging, chat,social, retail and digital channels.
• Identify opportunities to simplify the application landscape, retire legacy systems, and reduce technology complexity and operating cost.
• Translate emerging technologies—including generative AI, conversational AI and intelligent automation—into practical customer care capabilities

AI, Automation & Digital Care

• Lead adoption of AI-enabled customer care, including agent assist, automated summarization, intelligent routing, next-best-action, knowledge retrieval and autonomous service journeys.
• Expand customer self-service and straight-through processing while maintaining appropriate controls and escalation paths.
• Partner with Data & AI teams to develop reusable customer intelligence and decisioning capabilities.
• Establish gatekeeper for responsible and secure use of AI in customer interactions.

Architecture & Engineering Leadership

• Establish architecture, engineering and platform standards for Care and Fulfilment systems.
• Ensure systems are resilient, scalable, secure, observable and designed for high-volume telecommunications environments.
• Drive API-first integration and reusable service capabilities across customer-facing platforms.
• Balance modernization with the stability and availability requirements of mission-critical customer care services.
• Ensure appropriate disaster recovery, business continuity and operational resilience.

Delivery & Portfolio Management

• Own the Care and Fulfilment System; technology portfolio, investment roadmap and delivery priorities.
• Identify opportunities to expand service capabilities and drive account growth through strategic planning and continuous improvement.
• Lead large-scale transformation programs involving multiple business units, technology teams, systems integrators and software vendors.
• Own end-to-end service delivery, ensuring all contractual commitments and project deliverables are achieved in alignment with business objectives.
• Champion customer experience by adopting industry best practices and delivering high-quality, reliable services.
• Ensure programs deliver against agreed scope, schedule, quality and financial objectives.
• Oversee vendor solution delivery, ensuring proposed solutions align with business needs and service expectations.
• Continuously enhance service offerings to maximize customer satisfaction, operational efficiency, and business value.
• Establish measurable business cases and track benefits realization.

Operational Excellence

• Accountable for the availability, performance and service quality of critical care platforms.
• Establish and monitor service-level objectives and operational KPIs.
• Drive reduction in incidents, technical debt and recurring operational issues.
• Manage service recovery activities and escalations, driving timely resolution and implementing preventive improvements.
• Analyse service trends and operational metrics to proactively identify improvement opportunities and strengthen platform reliability.
• Ensure compliance with ITIL service management processes, governance standards, and operational controls
• Improve release management, automation, observability and DevSecOps practices.
• Act as the senior escalation point for major incidents, ensuring rapid recovery within agreed SLAs while minimizing business impact.
• Partner with Customer Operations to rapidly identify and resolve technology-related drivers of customer contacts.

Stakeholder & Vendor Management

• Build trusted relationships with Business, Product, Operations, Architecture, Infrastructure, and executive stakeholders.
• Provide concise executive updates on programme status, service health, major incidents, risks, and mitigation plans to senior leadership, including VP and CIO levels.
• Lead governance forums, steering committees, and service review meetings to ensure alignment across all stakeholders.
• Manage vendor performance, commercial engagements, and third-party partnerships to deliver agreed service levels and continuous value
• Manage strategic relationships with major technology vendors, cloud providers and systems integrators.
• Lead technology evaluation, vendor selection and commercial negotiations in partnership with Procurement.
• Ensure vendor roadmaps and contractual commitments support the company's target architecture and strategic priorities.
• Drive vendor performance, cost optimization and accountability for delivery outcomes.

Leadership, People Development and Management

• Hire, lead, mentor and grow a team of architecture, solution design, engineering and operations
• expertise that possesses business relevancy across Singtel & vendors, both offshore & onshore.
• Build strong technical leadership and succession pipelines.
• Foster a culture of customer obsession, engineering excellence, ownership, collaboration and continuous improvement.
• Influence senior executives and align stakeholders across business and technology organizations.
• Promote continuous learning, engineering excellence, and customer-first delivery across the organisation.

Financial Management

• Budgeting, tracking and forecasting capital & operational expenditure

Skills for Success:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (preferred).
• Minimum 15 years experience in the ICT industry, with at least 10 years managing systems; call center platforms (_must have_), CRM, BSS or OSS (_good to have_).
• People Leadership: Minimum 10 years experience in leading a large scale team responsible for Call Center Platform.
• Technology leadership: Understands modern architecture, engineering, cloud and AI sufficiently deeply to challenge and guide technical teams.
• Talent leadership: Builds high-performing teams and develops future technology leaders.
• Strategic Vision: Ability to align technology initiatives with business goals, ensuring long-term sustainability and relevance in a rapidly evolving market.
• Customer orientation: Connects technology decisions directly to customer experience and
• operational outcomes.
• Complex Project Delivery: Demonstrated ability to lead large-scale, end-to-end implementation projects involving both legacy and modern platfom.
• Execution discipline: Converts strategy into measurable delivery outcomes and operations resiliency and stability.
• IT Services Contract Expertise: Deep understanding of IT services contracts and complex implementation projects in both legacy and cloud-managed service environments.
• Stakeholder Management: Strong track record of engaging with internal and external stakeholders, including vendors and cross-functional teams.
• Continuous Improvement: Commitment to adopting industry best practices and driving excellence through innovation and process optimization.
• Strategic thinker who is creative in the design of technology strategy and who has a track record of building scalable and operationally sound Core Telco systems and growing operations teams
• Deep understanding of Core Telco space with demonstrated success in defining and leading end to end digital telco implementations starting from concept, ideation, design, implementation, delivery to value realization for the business.
• Expert commercial understanding, analytical, judgment and decision-making skills, along with problem-solving/conflict management skills and ability to filter and prioritize information.
• Precise, clear and assertive communicator with strong negotiation skills with ability to liaise with stakeholders across the business and partners to facilitate delivery in an agile methodology.
• Ability to explain technical information in business terms
• Exceptional leadership skills. Ability to collaborate effectively and work closely with various functions internally and externally.
• Ability to manage both direct reports and virtual teams to deliver the end results.
• Highly organized, self-motivated, pro-active, and ability to manage time and projects
• Result oriented mindset. Possesses passion to innovate, Able to plan and manage program budgets. Strong stakeholder, team and vendor management skills
• Courageously drives change to achieve entrepreneurial goals

Are you ready to say hello to BIG Possibilities?

Join Singtel to shape what's next and accelerate your career through meaningful work, continuous learning, and real impact.

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