Service Excellence Manager
5 days ago
At NCS, we're seeking an experienced professional to fill the role of Service Delivery Manager.
The ideal candidate will be responsible for overseeing day-to-day support operations, ensuring that medium-scale maintenance projects meet customer requirements and service level agreements. This includes conducting health checks, monitoring applications, handling customer queries, investigating incidents, resolving issues, and tracking progress until closure.
- Project Delivery: As a focal point for all support-related queries and issues, the successful candidate will review transition plans, enhancement milestones, and deliverables in consultation with support teams and customers.
- They will also ensure that regular reviews of services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between services and customer expectations.
- The role requires notification/escalation of any 'out-of-scope' variations to services or critical issues to Program Director/Service Delivery Director.
- The Service Delivery Manager will be responsible for reviewing and approving service request/enhancement effort, schedules, and risk plans.
- They will also review and raise resource requirements, forecast resources, and monitor project health status.
- Liaising with third-party vendors, customer technical teams, and other interfacing application team leaders is crucial to ensure smooth Business As Usual (BAU) support operations.
Business Development: The Service Delivery Manager will proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with relevant stakeholders.
Responsibilities:
- Job Requirements: The ideal candidate should possess excellent communication skills, be proactive, and have a strong understanding of service delivery principles.
- Key Skills: Project management, service delivery, leadership, stakeholder management, and problem-solving.
We Offer:
- A dynamic and supportive work environment.
- Opportunities for career growth and development.
About Us:
NCS is a leading technology services firm operating across the Asia Pacific region in over 20 cities. We provide consulting, digital services, technology solutions, and more.
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