Service Delivery Mgr, Service Leadership

4 weeks ago

Singapore Singtel Group Full time

re you looking for value adding and impactful work?  
Do you want to make a difference with your expertise?  
With us, you’ll be able to make it happen.   
 
NCS is the leading technology services firm, operating across Asia Pacific in over 20 cities, providing services and solutions in consulting, digital services, technology, and more.  
We believe in utilizing the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities, and partners. Our diverse 12,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region. 

What we do:
We drive our passion for harnessing technology. 
We advance communities and transform industries. 
  

Primary Purpose

The Service Delivery Manager is responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements.

 

The activities include:

  • to ensure that the team conduct health check, conduct application monitoring, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure.
  • to assist the Senior Managers to train and guide junior team members.
  • to manage the 24x7 level 1 operation

 

Responsibilities

Project Delivery

  • Act as a focal point for all support related queries and issues
  • Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
  • Review with support team to ensure that all support tasks and deliverables meet quality and service levels
  • Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and  Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
  • Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
  • Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)
  • Review and approve service request/enhancement effort, schedules and risk plans
  • Review and raise resource requirement
  • Responsible for resource forecasting and planning
  • Review, monitor and report project health status
  • Customer/Vendor Management
  • Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
  • Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
  • Business Development
  • Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
  • Be involved in pre-sale activities
  • May be assigned to implementation project if required.

 

Team Management

  • Delegate tasks effectively by providing clear and specific instructions and goals
  • Plan, track and monitor the tasks assigned to the team leader/ members
  • Participate in leadership activities and providing performance feedback and developmental coaching
  • Monitor and improve team performance, providing leadership, coaching, and performance management

 

Requirement

  • Typically 6 years Engineering Systems service or project management experience
  • Strong knowledge in process improvement methodologies and tools
  • Understanding of System Development Lifecycle (SDLC)
  • Degree in Electrical/Electronics Engineering, Information Systems, Computer Science or equivalent
  • Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
  • Able to lead, develop and maintain respectful and trusting relationship
  • Proficient in written and spoken English
  • Willing to be on 24x7 support to customer as contracted SLA to customer is 24x7.
  • Able to travel as required

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