Service Delivery Manager

Company Background

Deutsche Telekom is one of the world’s leading telecommunications providers, with a mission to become the premier digital telco. The company serves over 252 million mobile users, 25 million fixed-network customers, and 22 million broadband subscribers worldwide. With operations in more than 50 countries and nearly 200,000 employees, Deutsche Telekom delivers connectivity, cloud, and ICT solutions that power both consumers and enterprises on their digital journeys.

The company is evolving from a traditional telco into a digital-first service provider, focusing on high-speed connectivity, cloud services, and secure digital infrastructure to meet the demands of the gigabit society.

In Asia, Deutsche Telekom operates through Deutsche Telekom Global Business Solutions (DTGBS) and T-Systems, serving multinational and regional enterprises. Strategically, the focus is on doubling external revenue in the coming years by leveraging established strengths in network and cloud infrastructure and by broadening the client base beyond German multinationals.

DTGBS is the international B2B division, delivering secure, customized solutions for globally operating companies. Its portfolio includes SD-WAN, LAN infrastructure, Unified Communication & Collaboration, cloud services, and cybersecurity—enabling enterprises in Singapore and across Asia to accelerate their digital transformation.

About the Job

We are looking for a Service Delivery Manager with strong customer service orientation, drive and passion to help enterprise customers achieve their digital transformation goals.

You will help to establish Deutsche Telekom as a critical business partner, building a sustainable reputation around our solutions and in the way we do business and drive our growth in the Asia region. This business-critical role develops corporate relationships, drives growth opportunities and delivers positive outcomes for our customers and organisation. It will also significantly contribute and influence the overall sales strategy to succeed in Asia.

This is a great opportunity for a high achieving individual with the ambition and talent to grow their career within a leading global telecommunications company.

What will be your responsibilities:

• Ensuring the entire service delivery process the best possible use and performance of the system for the customer; managing the entire life cycle of a service.
• Highlighting the delivery performance in terms of professionality, quality, and costs, and agreeing quality and efficiency improvement measures.
• Responsible for performing and complying with service level agreements through continuous monitoring of the KPIs and for initiating corrective actions.
• Holding SLA review meetings with customers on a regular basis.
• Acting as lead incident, lead problem, and escalation manager; Coordinating solutions to problems and settling disputes with relevant functional units.
• Preparing service provider reviews by analyzing reports and devising templates, reports, and concept proposals.
• Responsible for monitoring and actively pursuing the contract renewal of each customer.
• Responsible for triggering timely billing to customers to Finance, and having full profit and loss responsibility for the projects as per business case.
• Taking account of additional legal, regulatory, country specific security-relevant requirements.
• Upselling and cross-selling to customers and actively advising customers on and selling products, services, and complex, client-oriented solutions.
• Steering the preparation of quotations and assuming responsibility for the entire upselling sales cycle, from needs analysis through to steering after sales activities
• Strategically improving customer relationships; preparing for and following up on interactions with customers and drive customer satisfaction.
• Ability and experience in managing deployment of complex solutions and projects
• Any other tasks as assigned.

Profile of candidate

• Track record of managing global client relationships with identified opportunities for upselling and cross-selling
• Strong understanding of TC services (SD WAN, SASE, Unified Communication & Collaboration, IPVN and other telecommunication products & Solutions) and in optimizing service delivery processes for efficient and effectiveness
• Excellent verbal and written communication to facilitate clear interactions with clients, partners and functional groups
• Proficient in prioritizing tasks to meet deadlines and service level agreements
• Flexible in responding to changing client demands and unexpected challenges
• Strong skills in managing and resolving conflicts that may arise during service delivery
• Team player, able to work effectively cross functionally with senior management and with local and cross border team members
• Excellent presentation and negotiation skills.
• Desire to win.
• Service Delivery experience of minimum 10 years
• Preferably a varsity degree in engineering, business or economics
• Mandatory skills:
• Master Project Management (PMP/PMI)
• ITIL4 Foundation