Snr Svc Delivery Mgr, Svc(Ims) Ldrship

1 week ago

Singapore NCS Full time

**Snr Svc Delivery Mgr, Svc(IMS) Ldrship**:
**Date**:22 Jul 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 **Senior Service Delivery Manager**to be part of our diverse team of talent here at NCS

**Overview**

As **Senior Service Delivery Manager**you are responsible for managing IT Infrastructure support operations, ensuring smooth daily operations, system health checks, monitoring, incident and problem resolution, and driving service improvement initiatives. The role ensures delivery of services as per contractual Service Level Agreements (SLAs) and operational KPIs, maintaining customer satisfaction and operational excellence.

**What will you do?**
- Lead incident and problem management processes including impact analysis, root cause investigation, resolution, and closure.
- Review and report on SLA compliance, KPIs, and overall service performance with customers and internal stakeholders.
- Implement service improvement plans, handle escalations, and manage risk mitigation activities.
- Plan and forecast resources for project and operational demands.
- Collaborate with vendors, customer technical teams, and interfacing teams to ensure smooth service delivery and BAU support.
- Oversee daily operations and proactive issue resolution to maintain high system availability and performance.
- Provide regular operational and service delivery reports.
- Guide, coach, and mentor the support team; ensure clear task delegation, monitor team performance, and drive continuous improvement.
- Identify service improvement and business development opportunities in collaboration with Account Managers.
- Experience in Service Delivery Management with a focus on IT Infrastructure operations.
- Strong practical knowledge of ITIL processes and service delivery methodologies.
- Proven ability to manage support teams, handle client expectations, and resolve escalations.
- Strong vendor management, stakeholder engagement, and communication skills.
- Leadership skills with experience in coaching, mentoring, and performance management.
- Proficiency in monitoring tools, incident tracking systems, and reporting processes.
- Analytical mindset with strong problem-solving and decision-making capabilities.

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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