Svc Delivery Mgr, Svc(Ims) Ldrship

**Svc Delivery Mgr, Svc(IMS) Ldrship**:
**Date**:10 Feb 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.

Overview

As a Service Delivery Manager, you will be responsible for overseeing the day-to-day support and maintenance of medium-scale IT projects, ensuring alignment with customer requirements and Service Level Agreements (SLAs). Your role includes managing support operations, incident resolution, resource planning, and service quality assurance. You will act as the primary point of contact for support-related queries, liaise with vendors and stakeholders, and proactively identify opportunities for service improvements. Additionally, you will provide leadership to the support team, mentor junior members, and contribute to business development and pre-sales activities.

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 with support teams and customers.
- Ensure that support tasks and deliverables meet quality and service level requirements.
- Conduct regular service reviews to maintain alignment with customer expectations (SLAs and KPIs).
- Escalate out-of-scope variations and critical service level issues to the Program Director / Service Delivery Director (SDD).
- Review and approve service requests/enhancement efforts, schedules, and risk plans.
- Forecast and plan resource requirements.
- Monitor and report project health status.

**Customer & Vendor Management**
- Ensure effective communication of services delivered to customers, including monthly/weekly service delivery reports.

**Business Development**
- Identify opportunities for service expansion or improvement and collaborate with the Account Manager for further development.
- Participate in pre-sales activities to support business growth.

**Team Management**
- Delegate tasks effectively, providing clear instructions and goals.
- Plan, track, and monitor team tasks and deliverables.
- Provide leadership, performance feedback, and developmental coaching to team members.
- Monitor and improve team performance through leadership and performance management initiatives.

**_Mandatory Skills & Qualifications:_**
- **_Degree or higher_**_ in a relevant field._
- **_ITIL Foundation Certification_**_ (Must-have)._
- **_5-7 years of IT experience_**_ in service delivery and support._
- _Strong understanding of _**_IT service management (ITSM) processes_**_, including _**_incident, problem, and change management_**_._
- _Proven experience in _**_managing support teams_**_ for medium-scale IT maintenance projects._

**_Preferred Skills & Experience:_**
- _Additional expertise in _**_ITIL processes_**_ and best practices._
- _Experience in _**_project delivery, service transition, and enhancement planning_**_._
- _Strong _**_customer and vendor management_**_ skills, with the ability to liaise across multiple stakeholders._
- _Familiarity with _**_Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)_**_, ensuring alignment with customer expectations._
- _Ability to identify _**_service improvement opportunities_**_ and support _**_business development initiatives_**_._
- _Hands-on experience with _**_pre-sales activities_**_ and proposal development._
- _Strong leadership, team management, and _**_mentorship skills_**_, with experience in guiding junior team members._

**_Other Requirements:_**
- **_Language Proficiency:_**_ English_

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.