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VP, Service Delivery

Date:  12 Sep 2023

StarHub Green

Company:  StarHub Ltd

Job Description

The role leads a team of managers and professionals under the application development, maintenance as well as project / quality management in driving end to end strategic and operational delivery solutions to meet the consumer and enterprise business needs. 


The role reports directly to the Chief Information Officer.


Application Development

  • Collaborate with the business stakeholders to prioritize requirements to achieve optimal delivery outcome, in particular high value add implementation services.
  • dentify synergies between initiatives of different BUs, so that business requests can be streamlined.
  • Work closely with business users in the development of business case and pre-assessment of IT solution for work plan prioritization and project delivery. Ensure that business requirements are in line with overall program.
  • Perform manday planning for coming months to meet the business demands while balancing cost.
  • Work with BU and appointed vendors to translate business needs into implementable technical requirements and push for delivery.
  • Align and update business on technology roadmap, so that business can plan and leverage on upcoming features
  • Escalation point (for business) for issues related to delivery and system operations.

Application Maintenance

  • Daily Production Support (BAU Operations, Application Monitoring, Incident Management, Problem Management, Event Management)
  • Escalation point (for business) for all production-related matters
  • Provide/Review Weekly / Monthly / Annual Maintenance Report
  • Provide/Review RCA to ensure proper short and long-term resolution.
  • Provide/Review Application / System performance and health
  • Identify and review gaps that arises from IT / Biz process gaps and issues.
  • Manage Appointed Vendors’ resolution plan to current production issues. 


Cross Functional Services

  • Demand / Supply Management
  • Project Management
  • Review and management of BRT/MRT Status. Monitor critical deliverables.
  • Risk & Issue Logs Management

Quality Assurance

  • Develop roadmaps for the implementation of Agile methodologies and practices in a quality testing function.
  • Approve new solutions, best practices, design approaches and technologies in quality management.


  • Degree in IT, Computer Science or related field
  • At least 12 - 15 years of experience in Telecommunication industry is preferred. Strong knowledge in Telecommunications business with experience leading large-scale transformation or complex projects
  • Experience in leading team size of more than 50, across multiple geo locations, including external vendors.
  • Budget management experience (CAPEX/OPEX/cost)
  • Strong in communication across multiple levels in the organization, bridge gaps, and bring people to a common consensus.
  • Proven track record in introducing new tools to improve quality/efficiency/cost within the delivery organization.
  • Systems integration experience in complex environments involving CRM, Online Charging Systems, EAI, Billing and their peripheral systems. Good understanding of Customer Care and Billing systems concepts
  • Sound understanding of software development life cycles, scripting, systems programming, Agile, and Javascript
  • Analysis and design thinking experience on complex projects or have experience participating in agile scrums.
  • Experienced in vendor management (e.g., Matrixx, Compax, Comviva)
  • Excellent oral and written communication skills
  • Excellent stakeholder management skills with proven ability and commitment to work collaboratively towards common goals.
  • Possesses effective planning and problem-solving skills.
  • Equally proficient in operating with both technology and business fast-paced work environment. 

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