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Service Delivery Manager

2 months ago

Singapur, Singapore Singtel Full time

Service Delivery Manager

Job Summary

We are seeking a highly skilled Service Delivery Manager to join our team at NCS. As a Service Delivery Manager, you will be responsible for ensuring the smooth delivery of services to our customers.

Key Responsibilities

  • Ensure that monthly progress reports are consolidated correctly and as per SLA.
  • Front all queries on the monthly progress reports submitted.
  • Customer Satisfaction Survey (CSS) Program Management.
  • Drive and oversee the whole exercise and supervise the execution of CSS collection.
  • Prepare first draft of questionnaires for the CSS.
  • Review and refine the questionnaires with customers' contract.
  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • Certification in IT Service Management and/or ITIL (v3 or above).
  • 3 - 5 years as a Service Delivery Executive/Manager/Customer Success Manager.
  • Good customer management experience.
  • Bachelor degree in Computer Information Systems or related field.

About Us

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.