Service Delivery Manager, Svc

1 day ago

Singapore Singtel Group Full time

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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

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