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Service Delivery Mgr, Service Leadership

3 months ago

Singapore Singtel Group Full time

Are you seeking a role where you can truly make an impact and add value? Do you aspire to leverage your expertise to drive change? At NCS, a prominent technology services company operating throughout Asia Pacific, with a presence in over 20 cities, we are dedicated to delivering top-notch consulting, digital services, and technology solutions. Our 12,000-strong diverse team has successfully completed numerous large-scale projects for governments and enterprises across Singapore and the APAC region, making a significant and lasting difference in the process.

About the Service Delivery Manager Role:

The Service Delivery Manager plays a crucial role in overseeing the day-to-day support for medium-scale maintenance projects, ensuring they meet customers' requirements and Service Level Agreements.

Responsibilities include:

  • Ensure the team conducts health checks, monitors applications, handles customer queries, investigates and resolves incidents promptly, and tracks incidents until closure
  • Assist Senior Managers in training and mentoring junior team members
  • Manage 24x7 Level 1 operations

Key Responsibilities:

Project Delivery

  • Serve as the primary point of contact for support-related queries and issues
  • Review transition plans and ensure all support tasks meet quality and service levels
  • Conduct regular reviews of services provided and maintain alignment with customer expectations
  • Notify/escalate any deviations to Program Director/Service Delivery Director
  • Review and approve service requests, schedules, and resource requirements
  • Responsible for resource forecasting and planning
  • Review, monitor, and report project health status
  • Manage customer/vendor relationships effectively
  • Participate in business development activities
  • Effective team management and leadership

Requirements:

  • Minimum of 6 years' experience in Engineering Systems service or project management
  • Strong expertise in process improvement methodologies and System Development Lifecycle
  • Degree in Electrical/Electronics Engineering, Information Systems, Computer Science, or related field
  • Demonstrated self-motivation, creativity, excellent communication skills, and ability to build strong relationships
  • Proficiency in English, both written and spoken
  • Willingness to provide 24x7 support and travel as needed