Serice Desk Service Delivery Lead

1 week ago

Singapore SingTel Full time
Job Description :

With us, you'll be able to make it happen.

NCS is a 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 bring people and technology together.
We advance communities and transform industries.

We're searching for a Service Management Officer (Service Desk) to be part of our diverse team of talent here at NCS

If you believe in going above and beyond, want to exemplify the best, and wish to bring people and technology together like never before, then we would love to have a conversation with you

What we seek to accomplish together:

  • Overall responsibility for people, finance and day-to-day Service Desk activities of project team(s)
  • Accountable for meeting delivery targets, service excellence and operating with the Project financial model.
  • Accountable for problem resolution, support growth opportunities, and achieving productivity improvement targets.
  • Eye for details and will leverage metrics and reporting to identify opportunities for improvement, incident avoidance and call reduction.
  • Refine and implement procedures, SLA, OLAs, work and resource plans as well as management reports all designed to deliver a high quality, but optimized customer focus service to our clients
  • Lead, supervise and manage End User Services team to deliver desired services/outcomes
  • Representing the End User Services team as the key point of contact / liaison to Service Delivery Manager(s)/Director(s)
  • Provide leadership to ensure the various team members to work collaboratively across competencies within the project as well as the Subject Matter Experts (SME) in the Operations Towers, to deliver high quality solution, on schedule, on budget and meet all requirements
  • Fully accountable for the quality, timely & customer satisfaction of the project service delivery objectives
  • Ensure the project service delivery aligned with EDMS ITSM standards, and in accordance to the clients' policies.
  • Work with Service Delivery Manager(s)/Director(s) to understand business/operational challenges and requirements to enhance the service delivery quality as part of the continuous service improvement (CSI) based on measurable performance metrics / KPIs
  • Leads Operations Management activities:
  • - Service Desk, Desktop Management/Walk-In Tech Support & On-site Support, Event, Incident, Request Fulfilment, Problem, and User Access Management
  • - Change, Release, Deployment, Demand and Workload Implementation
  • Maintaining a good visibility of project scope, acquainting team with consistent tools / systems
  • Leads the adaptation of the End Users Services team towards new methods and tools for better operational management.

A little about you:

  • Minimum 10 years Service Desk front and back-office experience with a min of 5 years' experience in management role. Proven track record of success in a highly matrix organizational environment.
  • Strong technical competency with recognized professional certifications in either End User Services or Workplace Services
  • Prior operational experience adopting ITIL best practices, advantageous if ITIL v4 certified
  • Experience in Service Desk Policies, Procedures and Knowledge Mgt establishment .
  • Experience in Service Desk implementation
  • IT savvy and good knowledge of the use of PBX, IVRS, CRM and ITSM tools and systems

What you might also need to have:

  • Technical certification such as CCNA/CCNP/CCIE or equivalent
  • Be ITIL Foundation certified
  • Familiar with ISO 9001 and ISO 27001

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 ncs.co and our LinkedIn career site.

We handle all profiles with the highest level of confidentiality.

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