Service Delivery Manager, Service Leadership
3 weeks ago
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Service Delivery Manager, Service LeadershipNCS is a leading technology services firm operating across the Asia Pacific region in over 20 cities. We provide consulting, digital services, technology solutions, and more. 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.
The Service Delivery Manager is responsible for managing day-to-day support of medium-scale maintenance projects, ensuring customer requirements and Service Level Agreements are met.
Responsibilities:
- Ensure the team conducts health checks, application monitoring, handles customer queries, investigates incidents, resolves them, applies fixes, and tracks incidents until closure.
- Assist Senior Managers in training and guiding junior team members.
Project Delivery:
- Act as the focal point for support-related queries and issues.
- Review transition plans, enhancement milestones, and deliverables with support teams and customers.
- Ensure support tasks and deliverables meet quality and service levels.
- Conduct regular reviews of services (SLAs and KPIs) to align with customer expectations.
- Escalate out-of-scope variations and critical issues to the Program Director / Delivery Lead.
- Review and approve service requests, schedules, risk plans, and resource requirements.
- Manage resource forecasting and planning.
- Monitor and report project health status.
- Liaise with vendors, technical teams, and application leaders for smooth BAU support.
- Provide effective communication on service delivery, including regular reports.
Business Development:
- Identify opportunities for service expansion or improvement, liaising with the Account Manager.
- Participate in pre-sale activities.
Team Management:
- Delegate tasks clearly, plan, track, and monitor team activities.
- Participate in leadership activities, performance feedback, and coaching.
- Monitor and improve team performance through leadership and development.
The ideal candidate should have:
- Over 5 years of IT/Engineering project management experience.
- Experience in development, implementation, and support of engineering/IT projects.
- A degree in Engineering, Computer Science, or equivalent.
- Self-motivated with a positive attitude, excellent communication, negotiation, and interpersonal skills.
- Ability to build respectful and trusting relationships.
- Willingness to travel as required.
- A proven track record in managing medium-scale projects.
We are driven by our AEIOU values—Adventure, Excellence, Integrity, Ownership, and Unity—and seek individuals embodying these in their professional and personal lives. We are committed to our Impact: Valuing 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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