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Svc Delivery Executive, Svc(IMS) Ldrship

3 months ago

Singapore Singtel Group Full time

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:

The Service Delivery Executive will oversees the Integrated Services Desk team, serving as the primary point of leadership for desktop support operations. The Team Lead is responsible for ensuring prompt, efficient assistance to customers across a variety of IT topics and issues, while also maintaining high standards of service delivery. Key responsibilities include managing team performance, enhancing operational processes, and ensuring that service desk operations adhere to established standards and best practices.

  • Leadership and Team Management: Direct and oversee the Service Desk team, ensuring high levels of technical support and customer service. Lead by example to motivate team members towards achieving individual and team objectives.
  • Strategic Oversight: Develop and implement strategies to enhance the efficiency and effectiveness of first call resolution (FCR), including optimizing call and email response times. Evaluate team performance metrics and conduct regular review sessions to identify areas for improvement.

    Incident Management and Escalation: Oversee the process of incident classification, prioritization, and escalation to 2nd level resolver groups. Ensure a streamlined workflow and maintain clear communication channels between all involved parties.
  • Quality Assurance and Training: Monitor and evaluate the quality of support provided by the team. Identify training needs and organise sessions to address skill gaps, ensuring the team remains proficient in the latest technologies and service management processes.
  • Customer Relationship Management: Maintain a proactive relationship with customers, providing them with regular updates on incident resolutions and gathering feedback to drive continuous improvement.
  • Reporting and Documentation: Generate comprehensive reports on team performance, incident trends, and resolution statistics. Ensure all incident documentation is accurate, complete, and adheres to service level agreements (SLAs).
  • Crisis Management: Lead the response to critical incidents, ensuring swift action and communication. Coordinate with internal teams and stakeholders to minimize impact and conduct post-incident reviews to prevent future occurrences.

A little about you:

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

What you might also need to have:

  • Degree in relevant discipline
  • 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 or above
  • Equipped with infrastructure support experience

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 extraordinary happen.

Find out more at and our LinkedIn career site.

We handle all profiles with the highest level of confidentiality.