Service Delivery Director

3 days ago

Ang Mo Kio Avenue Singapore Singapore NCS Full time $120,000 - $240,000 per year
Company Description

NCS is a leading technology services firm, operating across Asia Pacific in over 20 cities, providing services and solutions in consulting, digital services, technology, and more.

We believe in utilizing the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities, and partners. 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

As a Service Delivery Director, you will be responsible for a portfolio of IT application managed services engagements that deliver Operations & Support services with quality, within scope and to ensure deliverables are on time and conform to processes and standards meeting customer's requirements.

What will you do? 

Service Delivery

  • Service Delivery incorporates the end-to-end delivery of the Service Contract. This includes client engagement, managing external and internal stakeholders' expectations and delivering on contractual outcomes
  • Own the delivery schedules, quality, budgets, manpower, communications, and risk management
  • Drive delivery excellence, and continuous service improvements
  • Manage commercial issues and any disputes that may impact scope, schedule and cost
  • Manage technical issues arising from integration of various components of the project including hardware, software installation, testing, business process review or, redesign, application development, system migration and data conversion etc.
  • Monitor and report on project management progress
  • Manage resources in terms of mobilizing or offboarding resources during different periods of time according to demand to maximize productivity or minimize wastage
  • Take ownership of the project financials

Stakeholder Management

  • Manage contracts and subcontractors
  • Effectively engaged stakeholders in project decisions and execution
  • Build long-term customer relationships by anticipating and exceeding customer's expectation
  • Negotiate with customers on change control mechanism to meet schedules and prioritize changes based on business needs

Business Development

  • Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
  • Support pre-sales activities

People and Growth

  • Monitor and improve team performance, conduct team building, providing leadership, coaching, and performance management
  • Provide performance feedback and developmental coaching
  • Identify and grow talents from within the team
Qualifications

The ideal candidate should possess: 

  • More than 10 years IT service delivery management experience
  • Project managed and delivered/successfully implemented at least 3 projects relating to government agencies of more than $10m TCV each is a bonus
  • ITIL Foundation certified
  • Self-motivated with a positive "can-do" attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
  • Able to lead, develop and maintain respectful and trusting relationships
  • Proficient in written and spoken English
  • Degree in Information Systems, Computer Science or equivalent
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, we make the extraordinary happen.

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