Lead Service Delivery Manager

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 approximately 14,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As a Service Delivery Lead (SDL), you will manage and govern e-Procurement SaaS platforms for multiple enterprise customers across the region. The role carries primary accountability for AMS delivery excellence, while also supporting platform evolution, customer success, solution delivery, and growth initiatives.

The SDL will operate as a techno-functional leader, combining strong understanding of procurement business processes with hands-on experience across e-procurement SaaS platforms (with Ivalua as one of the key technologies). The role requires the ability to manage multiple customers simultaneously, each with different maturity levels, priorities, and operating models.

What would you do

Service Delivery & AMS Governance (Primary KPI)

• Own end-to-end AMS delivery and governance for multiple e-procurement customers.

• Ensure delivery against SLAs, KPIs, and contractual commitments across accounts.

• Lead L2 governance covering incident, problem, change, and release management.

• Drive operational reviews, service improvement plans, and risk mitigation.

• Act as the escalation point for delivery, service quality, and customer satisfaction.

Multi-Customer & Stakeholder Management

• Manage multiple customer accounts concurrently with clear prioritization and governance.

• Serve as the primary delivery interface for senior stakeholders across Procurement, IT, and Finance.

• Balance competing priorities while ensuring consistent service quality across customers.

• Build trusted-advisor relationships and support long-term customer success.

E-Procurement Platform & Process Ownership

• Provide techno-functional leadership across e-procurement / S2P SaaS platforms.

• Demonstrate strong understanding of procurement business processes, including:

• Sourcing

• Contract Management

• Purchase-to-Pay (P2P)

• Supplier Management

• Support platform stability, enhancements, and roadmap execution.

• Work across multiple technologies, with Ivalua as one of the core platforms (not limited to a single solution).

Onshore-Offshore Delivery Leadership

• Lead and coordinate delivery with offshore AMS and delivery teams in India.

• Ensure effective planning, workload management, quality assurance, and documentation.

• Support capability building, mentoring, and performance management of delivery teams.

• Drive standardization, best practices, and continuous improvement.

Solutioning, Delivery & Growth Support

• Support pre-sales activities including solutioning, estimations, pricing, and proposal development.

• Contribute to delivery planning for enhancements, rollouts, and transformation initiatives.

• Provide advisory input on digital procurement operating models and best practices.

• Support internal leadership initiatives and cross-account collaboration within NCS.

What should an ideal candidate possess

• 10+ years of experience in e-Procurement / S2P / Procurement Technology.

• Proven experience managing AMS delivery for multiple customers.

• Strong techno-functional expertise in e-procurement SaaS platforms.

• Hands-on experience with Ivalua and/or other leading e-procurement solutions.

• Solid understanding of procurement business processes and enterprise workflows.

• Experience leading onshore-offshore delivery models, preferably with India-based teams.

• Strong customer-facing, governance, and stakeholder management skills - preparation and presentation of Project and Executive Steerco.

• Hands on experience managing at least team size of 8 persons (direct reports)

• Must have demonstrated application of AMS governance via ITSM tooling and ITIL v4 methodology (Service Requests, Change Management, Cyber Security and Enhancement and Development)

Nice to Have

• Used industry leading ITSM tool and ITIL v4 frameworks certification

• Experience with RFPs, pre-sales solutioning, and pricing models.

• Background in large enterprise, regulated, or multi-country environments.

• Familiarity with APAC customer landscapes (Singapore, Australia preferred).

Leadership & Behavioural Competencies

• Ability to manage complex, multi-customer delivery environments.

• Strong ownership and accountability mindset.

• Excellent communication and executive presence.

• Ability to bridge business, functional, and technical perspectives.

• Collaborative, adaptable, and delivery-driven leadership style.