Associate Director, AI & Agent Operations #AIDA

Powering the Future with AIDA

To lead the next phase of our AI evolution, we’ve launched a new business unit AIDA – Artificial Intelligence & Data Analytics – a strategic engine driving our transformation designed to scale our AI ambitions with precision and purpose. This marks a pivotal shift in how we operate, innovate, and serve to embed intelligence into every layer of our business.

At Singtel, this is more than a technology upgrade. It’s a strategic transformation that redefines how value is created across the enterprise core— augmenting human capabilities and unlocking entirely new potential. It is a transformation journey by aligning people, platforms, and processes under one cohesive strategy. Our mission is to build AI literacy, and foster a culture where intelligence empowers people.

We welcome you to join us on a transformational journey that’s reshaping the telecommunications industry — and redefining what’s possible with AI at its core. Grow with us in a workplace that champions innovation, embraces agility, and puts human potential at the heart of everything we do.

About the Role:

Lead the Day 2 AI & Agent Operations function, accountable for operating, monitoring, evaluating and governing the organisation’s production AI estate — GenAI agents and traditional classical AI/ML models. Manage agent operations and evaluation / observability team and the traditional classical machine-learning operations team. Own the operating model that takes AI from build to dependable production — handover gates, 24×7 monitoring and incident response, evaluation and observability, and safe model operations. Ensure defined standards of reliability, safety and quality. Serve as the senior operational point of accountability for AI in production, and as the primary partner to the Day 1 build organisation, platform, data and business stakeholders.

How You will Make An Impact:

• Own the Day 2 operating model end to end — handover gates, evaluation and observability, 24×7 agent operations, and traditional ML operations — across both locations.
• Lead and develop both the Singapore and India team of agent operations & evaluation and ML operations.
• Manage a distributed, cross-border operation: define how Singapore and India work together, ensure clear ownership and handoffs, and safeguard coverage, quality and team wellbeing across time zones.
• Hold gate and go/no-go authority for the AI estate, and protect the integrity of evaluation decisions — ensuring that even where the same engineers both run and evaluate agents, quality judgments remain evidence-based and are not compromised by delivery pressure.
• Own incident governance for the estate — severity standards, escalation, rollback and the contact-centre fallback for customer-impacting events — and represent major incidents and remediation to senior stakeholders.
• Govern deployment and change discipline for agents and ML models (regression gating, rollback authority, change coordination) with the platform and Day 1 build teams.
• Own the function’s service-level objectives, error-budget policy and KPIs (availability, proactive-detection rate, mean-time-to-resolve, model performance, cost) and report AI reliability and value to the Chief AI Officer and the board.
• Set the growth and maturity roadmap for the function — scaling coverage, tooling and headcount as the AI estate grows.

Skills for Success:

• Degree in Computer Science, Engineering, Data Science, or a related field
• 10+ years in technology with experience leading production operations, SRE, or ML/AI functions
• Experience leading teams, including remote or offshore / cross-border teams
• Track record operating or governing ML/AI systems in production
• AI/ML operations, reliability engineering and observability
• Evaluation, gating and quality governance for AI
• Understanding of both LLM/agent and traditional ML lifecycles and their failure modes
• Incident management, service-level objectives and error budgets
• People leadership across cultures, locations and time zones, with care for team wellbeing
• The independence and integrity to protect quality and safety under pressure
• Clear, decisive judgment under incomplete information and during incidents
• Strong stakeholder management and executive communication
• Telco consumer, enterprise (B2B) and network operations and their customer-impact considerations

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.