Service Delivery Manager

3 days ago

NorthEast Region, Singapore NCS Hong Kong and Singapore Full time $80,000 - $120,000 per year

Company Description

NCS is a leading technology services firm, operating across Asia Pacific, providing services and solutions in consulting, digital, technology, cybersecurity and more. We believe in the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities and partners. We bring together people and expertise to harness the best of technology. Our diverse 13,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Job Description

Job Summary

Manage Service Desk team to deliver flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to.

Job Responsibilities

  • Manage the Service Desk and staff to provide 1st level technical support;
  • Answering support queries via the telephone, emails using remote desktop tools or should the need arise attendance to users place of work.
  • Act as a further escalation point for unresolved or escalated cases.
  • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Report to SD managers on any issue that could significantly impact the business
  • Take overall responsibility for incident management and request fulfilment (if any).
  • Ensure staff take ownership of user problems and be proactive when dealing with user issues.
  • Ensure all calls and emails are logged in the Service Desk logging system.
  • Allocate more complex calls and emails to the relevant IT Support member.
  • Arrange for external technical support where problems cannot be resolved within L1
  • Manage Service Quality Assessment and Coach the agents on proper handling approaches.
  • Provide Domain Training to new joiners.

Qualifications

Requirements

  • 7 years of end-user support experience, desktop or technical service desk.
  • 5 years of experience leading a service desk team
  • To have the in-depth technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
  • Familiar with Service Desk day to day Operation.
  • Preferably with ITIL 4 Foundation certification
  • Experience in Situational Management to provide Adhoc instructions to the team.
  • Experience in Gap Analysis, Productivity, Call/Incident Trending.
  • Experience in managing Complaints.
  • Experience in Service Level Agreement (SLA) Reports, Service Improvement Opportunities.

Additional Information

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, wemake the extraordinary happen.

Learn more about us at and visit our LinkedIn career site.

  • IT Service Delivery Manager

    3 days ago

    North-East Region, Singapore ST Engineering Urban Solutions Full time $90,000 - $120,000 per year

    Responsibilities:Ensure that all processes and procedures are followedLead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issuesLead the troubleshooting and performing of root causes failure analysis for infrastructures issuesManage the delivery of infrastructure across AWS environments, On-prem,...

  • Service Delivery Manager

    3 days ago

    North Region, Singapore APBA TG Human Resource Pte Ltd Full time $6,000 - $8,000 per year

    Location: North Region, Singapore Salary: Up to $8,000 + Allowances + Bonus (salary to commensurate with experience) Arrangement: Contract under TG Singapore, convertible to client headcount based on performance | Fully OnsiteRole SummaryWe're hiring a Service Delivery Manager to oversee vendor and stakeholder engagement, ensure smooth service operations,...

  • Manager, IT Service Delivery

    2 days ago

    North-East Region, Singapore Jobline Resources Pte Ltd Full time $104,000 - $130,878 per year

    Responsibilities• Ensure that all processes and procedures are followed• Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues• Lead the troubleshooting and performing of root causes failure analysis for infrastructures issues• Manage the delivery of infrastructure across AWS...

  • Service Delivery Exec

    2 weeks ago

    North-East Singapore FCS Careers Pte Ltd Full time

    **About the Company** Our Client is a global leader in logistics and supply chain solutions serving companies across multiple industries. **Responsibilities**: We’re looking for a motivated **Service Delivery Executive (Logistics)** to be a key point of contact for clients, providing customer-centric service to maintain long-term client relationships in...

  • Service Delivery Manager

    3 days ago

    Central Region, Singapore AsiaPac Technology Pte Ltd Full time $90,000 - $120,000 per year

    Key ResponsibilitiesManage staff assigned/stationed at the customer sitesTo maintain strong and positive customer relationships and improve service delivery, ensuring customer satisfaction is achieved and maintained in the long termTo identify customer needs and oversee Service Delivery within the business contextPoint of Contact for quality of service and...

  • Delivery Driver

    2 days ago

    North-East Region, Singapore JEP Precision Engineering Pte Ltd Full time $104,000 - $130,878 per year

    For the Post of Delivery DriverResponsibilities:· Ensure the timely and efficient delivery of products to customers, maintaining high standards of service.· Safely handle products throughout all stages of transportation, including picking, packing, loading, unloading, and stocking, to prevent damage.· Adhere to all traffic laws, regulations, and...

  • Assistant / Service Delivery Manager (DSC/CY/ICC)

    2 days ago

    North-East Region, Singapore ST Engineering Unmanned & Integrated Systems Pte Ltd Full time $104,000 - $130,878 per year

    About ST EngineeringST Engineering is a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than 100 countries. The Group uses technology and innovation to solve real-world problems and improve lives through its diverse portfolio of businesses across the aerospace, smart...

  • Tech Delivery Manager

    19 hours ago

    North-East Region, Singapore Virtusa Singapore Private Limited Full time $104,000 - $130,878 per year

    At least 10 years of experience in IT development project managementAt least of 3 years of experience with Agile methodologies.Develop plan and implement the project from initiation to system handover.Supervise and coordinate project members, ensuring progress and quality.Act as the focal point for coordination between relevant departments and the project,...

  • Service Delivery Manager

    3 days ago

    Central Region, Singapore APBA TG Human Resource Pte Ltd Full time $80,000 - $120,000 per year

    Location: Central | Remuneration: Base + Performance Bonus Working Arrangement: Perm | Fully OnsiteJob Responsibilities• Oversee the successful delivery of multiple enterprise projects, ensuring adherence to project timelines, budgets, and quality standards.• Manage project teams, providing guidance, coaching, and support to ensure project success.•...

  • Service Delivery Manager

    1 week ago

    East Coast, Singapore Scoro Software Full time

    US East Coast Scoro is an all-in-one work management software that helps agencies, consultancies, and professional service businesses streamline projects and operations in a single platform. As a **Service Delivery Manager**, you’ll ensure our customers get the most out of Scoro—from smooth onboarding to long-term success. You’ll manage key accounts,...