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 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region

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
  
  

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
  
  

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.

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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 [Confidential Information].