Service Delivery Mgr, Service Leadership
4 months ago
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, has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
As a S ervice Delivery Manager is responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements.
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 in consultation with support teams and customer Review with support team to ensure that all support tasks and deliverables meet quality and service levels 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 Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD) Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD) Review and approve service request/enhancement effort, schedules and risk plans Review and raise resource requirement Responsible for resource forecasting and planning Review, monitor and report project health statusCustomer/Vendor Management
Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframesBusiness 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 Be involved in pre-sale activities May be assigned to implementation project if required.Team Management
Delegate tasks effectively by providing clear and specific instructions and goals Plan, track and monitor the tasks assigned to the team leader/ members Participate in leadership activities and providing performance feedback and developmental coaching Monitor and improve team performance, providing leadership, coaching, and performance managementThe ideal candidate should possess:
Typically 6 years Engineering Systems service or project management experience Strong knowledge in process improvement methodologies and tools Understanding of System Development Lifecycle (SDLC) Degree in Electrical/Electronics Engineering, Information Systems, Computer Science or equivalent 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 relationship Proficient in written and spoken English Willing to be on 24x7 support to customer as contracted SLA to customer is 24x7. Able to travel as requiredWe 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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