Service Delivery Director - Application

About the Position

• Complete Delivery Accountability: Demonstrated ability to manage stakeholder relationships and communicate effectively with customers, influencing decision-making processes.
• Proficient in juggling multiple priorities, risks, and dependencies within a dynamic environment.
• Seasoned in executing complex projects within the Singapore Public Sector or sizable enterprises.
• Agile Methodology & Ceremonies: Lead agile ceremonies such as sprint planning, daily stand-ups, reviews, and retrospectives.
• Advocate for agile best practices, promoting iterative development and adaptive planning among teams.
• Customer & Stakeholder Engagement: Serve as the primary contact for delivery updates, issue resolution, and communication with stakeholders.
• Establish trusted relationships with clients, converting business needs into precise delivery strategies.
• Cross-Functional Team Collaboration: Coordinate efforts among product owners, designers, engineers, and business analysts to ensure alignment with customer priorities and acceptance criteria.
• Provide leadership and mentorship to project teams, encouraging ongoing improvement.
• Product Knowledge & Release Management: Utilize understanding of the digital product lifecycle, user requirements, and release management to guide delivery decisions.
• Support product strategy by assisting teams in transforming business needs into viable digital solutions.
• RFP Assistance & Solution Development: Aid in pre-sales and business development initiatives, including RFP/RFQ/RFI responses, solution workshops, effort estimation, project planning, and proposal evaluations.
• Work in tandem with sales, solution architects, and delivery teams to formulate realistic delivery strategies, resource allocations, and implementation timelines.
• Contribute to customer presentations, bid defenses, and transition efforts from proposal to project launch.
• Service Delivery & Governance: Ensure effective service delivery by managing customer expectations, service commitments, escalations, and operational governance.
• Establish and uphold delivery governance frameworks, including steering committees, risk assessments, status updates, and service performance monitoring.
• Initiate continuous improvement efforts to boost customer satisfaction, delivery efficiency, and service quality.
• Oversee post-launch support, enhancement roadmaps, and ongoing customer interactions to guarantee sustained business value.
• What We Seek: Over 10 years of experience in managing digital projects or product delivery within an agile framework. Proven track record in overseeing complete software or digital product delivery lifecycles.
• Experience in supporting or leading RFP/RFI/RFQ responses, encompassing effort estimation, solution development, and delivery strategy formulation.
• Strong skills in stakeholder management and customer communication, with the ability to influence decisions at both executive and operational levels.
• Demonstrated experience in managing customer-facing service delivery, governance meetings, escalations, SLA/KPI performance, and continuous improvement efforts.
• Solid understanding of digital product development, including release cycles, prioritization, and operational support frameworks.
• Ability to balance multiple priorities, risks, dependencies, budgets, and commercial factors in a fast-paced setting.
• Familiarity with delivery tools and collaboration platforms utilized by agile teams (e.g., Jira, Confluence, Azure DevOps).
• Experience in executing complex projects within the Singapore Public Sector or large enterprises.