Service Delivery Manager, Svc
7 days ago
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Service Delivery Manager, Svc (IMS) Ldrship
NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, 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 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
As a Service Delivery Manager, you will be responsible for managing day-to-day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements. This includes ensuring that the team conducts health checks, application monitoring, handles customer queries, investigates incidents reported, resolves incidents, applies fixes, and ensures that incidents reported are tracked and resolved till closure.
What will you do?
Project Delivery
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 requirements
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) within the agreed timeframes
Business Development
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
The ideal candidate should possess:
More than 5 years of IT Infrastructure Project Management experience
Strong knowledge in process improvement methodologies and tools
Good customer and stakeholder management skills
Experience in the development, implementation, and operation support of information technology projects in a range of organizations
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
Degree in Information Systems or equivalent
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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