Service Delivery Manager

6 days ago

Singapur, Singapore Singtel Full time
Job Title: Service Delivery Manager

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 managing day-to-day support of medium-scale maintenance projects, meeting customer requirements and Service Level Agreements.

Key Responsibilities:
  • 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 customers
  • Review with support teams to ensure that all support tasks and deliverables meet quality and service levels
  • Ensure regular reviews of services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between services and customer expectations
  • 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 requirements
  • Responsible for resource forecasting and planning
  • Review, monitor, and report project health status
Customer/Vendor Management:
  • Liaise with third-party vendors, customer technical teams, and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
  • Ensure effective communication on services delivered is provided to the customer (including monthly or weekly service delivery reports) with agreed timeframes
Business Development:
  • Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with Account Manager(s) for development of that opportunity
  • Be involved in pre-sale activities
  • May be assigned to implementation project if required
Team Management:
  • Delegate tasks effectively by providing clear and specific instructions and goals
  • Plan, track, and monitor tasks assigned to team leaders/members
  • Participate in leadership activities and provide performance feedback and developmental coaching
  • Monitor and improve team performance, providing leadership, coaching, and performance management

The ideal candidate should possess:

  • Typically 6 years Engineering Systems service or project management experience
  • Strong knowledge in process improvement methodologies and tools
  • Understanding of System Development Lifecycle (SDLC)
  • Degree in Electrical/Electronics Engineering, Information Systems, Computer Science, or equivalent
  • Self-motivated with a positive 'can-do' attitude, creative with excellent presentation, communication, negotiation, and interpersonal skills, including strong persuasive techniques
  • Able to lead, develop, and maintain respectful and trusting relationships
  • Proficient in written and spoken English
  • Willing to be on 24x7 support to customer as contracted SLA to customer is 24x7
  • Able to travel as required

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.

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