NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Description

Job Summary

The Senior Service Delivery Manager is responsible for managing day to day support of large scale maintenance projects meeting customer requirements and service level agreements. The role ensures the team conducts health checks, application monitoring, handles customer queries, investigates incidents, resolves issues, and applies fixes. The Senior Service Delivery Manager ensures incidents are tracked and closed effectively. The role also supports the Program Manager in training and guiding junior team members.

Responsibilities

Act as focal point for all support related queries and issues
Review transition plans, enhancement milestones and deliverables with support teams and customers
Ensure all support tasks and deliverables meet quality and service levels
Conduct regular reviews of services against SLAs and KPIs to ensure alignment with customer expectations
Notify or escalate out of scope variations to Program Director or Service Delivery Director
Notify or escalate critical issues or service level variations to Program Director or Service Delivery Director
Review and approve service requests, enhancement efforts, schedules and risk plans
Review and raise resource requirements for projects
Responsible for resource forecasting and planning activities
Review, monitor and report overall project health status
Liaise with vendors, customer technical teams and interfacing application leaders for smooth BAU operations
Provide customers with timely and effective service delivery reports
Proactively identify opportunities to expand or improve services with Account Manager involvement
Participate in pre-sales activities to support business development
Delegate tasks effectively with clear goals and instructions
Plan, track and monitor tasks assigned to team members
Participate in leadership activities and provide performance feedback and coaching
Monitor and improve team performance through leadership, coaching and performance management

Qualifications

Essential Qualifications

Minimum 9 years IT project management experience
Strong knowledge of process improvement methodologies and tools
Understanding of Software Development Lifecycle (SDLC)
Degree in Information Systems, Computer Science or equivalent
Proficient in written and spoken English
Ability to travel as required

Preferred Attributes

Self-motivated with positive attitude and strong communication skills
Creative with excellent presentation, negotiation and interpersonal skills
Strong persuasive techniques with ability to influence stakeholders
Proven ability to lead, develop and maintain respectful, trusting relationships

Professional and/or Technical Certifications

ITIL IT Service Management certification

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.

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

Scam Alert

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Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender's email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender's identity by contacting us at [HIDDEN TEXT].

Lead Service Delivery Manager