Svc Delivery Executive, Svc(Ims) Ldrship

**Svc Delivery Executive, Svc(IMS) Ldrship**:
**Date**:24 Apr 2025

**Location**: Singapore, Singapore

**Company**:Singtel Group

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.

We’re searching for a **Service Delivery Executive**to be part of our diverse team of talent here at NCS

**Overview**

As Service Delivery Executive you are responsible for managing day to day operational support. Identifies a client’s needs and oversees the delivery of the services.

**What will you do?**

**Customer focused - Manage customer expectations and build strong partnership**:

- Act as a focal point for all support related queries and issues.
- Be passionate about customer satisfaction and continuous service delivery improvements.
- Work with customers to ensure they are leveraging services effectively and finding value in our services
- Assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided

**Communication and Stakeholder engagement**
- Possess strong interpersonal skills, which enables them to communicate with customer and team, give clear instructions and provide great customer service
- Ensure that effective communication is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
- Manage multiple stakeholders. Work closely with sales, support, billing and other technical teams
- 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
- Review with support team to ensure that all support tasks and deliverables meet quality and service levels
- Notify/escalate critical issues or variations to senior managers

**Staff Management**:

- Lead and mentor a team of 20-30 Desktop Engineers, ensure that all members understand the team’s objectives and work together to achieve it.
- Responsible for resource forecasting and planning to ensure service delivery is not impacted
- Review and raise resource requirement to senior managers
- Integral part of performance review. To promote communication and provide useful feedback about job performance.
- Ensure that all processes and procedures are followed

**Teamwork and Collaboration**
- Collaborate, problem solve, and/or strategize upcoming client meetings with team members
- Collaborate with internal stakeholders to establish relationship across all departments
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

**Planning/Tracking operational activities and service upselling**
- Ensure contractual meetings are done in time and open actions are follow-up and closed in time
- Establish Annual plans driving the improvement taking lessons from previous year, review with the senior manager
- Work with Senior managers and sales team to maintain and increase revenue by upselling
- 2-3 years as a Service Delivery Executive /Manager/Customer Success Manager
- Good customer management experience
- Excellent written, oral and presentation skills
- Certification in IT Service Management and/or ITIL (v4)

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.