Service Delivery Executive

2 weeks ago


Singapore NCS Full time

Service Delivery Executive:

Date:1 Apr 2024

Location:
Singapore, Singapore

Company:
Singtel Group


NCS is the leading technology services firm that operates across the Asia Pacific region in over 20 countries, providing consulting, digital services, technology solutions, and more.


We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people.

Our diverse workforce of 12,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.


We're searching for a Service Delivery Executive to be part of our diverse team of talent here at NCS
If you believe in going above and beyond, embodying excellence, and bringing people and technology together like never before, we would love to have a conversation with you

What we seek to accomplish together:

Customer focused - Manage customer expectations and build strong partnership:

  • Act as a focal point for all support related queries and issues.
  • Be passionate about customer satisfaction and continuous service delivery improvements.
  • Work with customers to ensure they are leveraging services effectively and finding value in our services
  • Assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided

Communication and Stakeholder engagement:

  • Possess strong interpersonal skills, which enables them to communicate with customer and team, give clear instructions and provide great customer service
  • Ensure that effective communication is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
  • Manage multiple stakeholders. Work closely with sales, support, billing and other technical teams
  • 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
  • Review with support team to ensure that all support tasks and deliverables meet quality and service levels
  • Notify/escalate critical issues or variations to senior managers

Staff Management:

  • Lead and mentor a team of 2030 Desktop Engineers, ensure that all members understand the team's objectives and work together to achieve it.
  • Responsible for resource forecasting and planning to ensure service delivery is not impacted
  • Review and raise resource requirement to senior managers
  • Integral part of performance review. To promote communication and provide useful feedback about job performance.
  • Ensure that all processes and procedures are followed

Planning/Tracking operational activities and service upselling:

  • Ensure contractual meetings are done in time and open actions are follow-up and closed in time
  • Establish Annual plans driving the improvement taking lessons from previous year, review with the senior manager
  • Work with Senior managers and sales team to maintain and increase revenue by upselling

A little about you:

  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members
  • Collaborate with internal stakeholders to establish relationship across all departments
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

What you might also need to have:

  • 2-3 years as a Service Delivery Executive /Manager/Customer Success Manager
  • Good customer management experience
  • Excellent written, oral and presentation skills
  • Certification in IT Service Management and/or ITIL (V3/ v4)
  • As Asia's leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders. We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment. Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future. _
  • We Grow our People, Value our Clients, and Create our Future._
  • We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all. _
  • You can find out more about our Group's sustainability focus to guide how you can contribute to our objectives at _Sustainability Reports_._

About NCS Group


We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services.

Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.


  • We're here to make the extraordin

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