Service Delivery Director

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

We are seeking an experienced and results-driven Service Delivery Director to lead our service delivery operations in Singapore. In this strategic leadership role, you will oversee the end-to-end delivery of services to our clients, ensuring exceptional quality, compliance with service level agreements, and continuous operational excellence. You will manage a talented team, drive process improvements, and serve as a key liaison between internal stakeholders and external clients to ensure their success and satisfaction.

• Lead and mentor a high-performing service delivery team, fostering a culture of accountability, professional development, and continuous improvement
• Develop and implement service delivery strategies aligned with organizational goals and client expectations
• Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent service quality and identify optimization opportunities
• Manage client relationships and serve as the primary point of contact for escalations, ensuring prompt resolution and client satisfaction
• Oversee budget planning, resource allocation, and cost management for service delivery operations
• Identify process inefficiencies and implement solutions to enhance operational performance and reduce delivery costs
• Collaborate with cross-functional teams including sales, operations, and technical support to ensure seamless service delivery
• Establish and maintain vendor relationships and manage third-party service providers to support delivery objectives
• Conduct regular performance reviews and provide coaching to team members to drive professional growth and engagement
• Prepare and present comprehensive reports on service delivery metrics, trends, and recommendations to senior leadership
• Ensure compliance with industry standards, regulatory requirements, and organizational policies
  
  

• Degree in Information Systems, Computer Science or equivalent
• More than 10 years IT service delivery management experience
• Project managed and delivered/successfully implemented at least 3 projects relating to government agencies of more than $10m TCV each is a bonus
• ITIL Foundation certified
• 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 relationships
• Added advantage to be knowledgeable with working experience in the administration of MINDEF National Service policies and processes
• Due to project sensitivity, we can only consider Singapore Citizen
  
  

We are driven by our AEIOU beliefsAdventure, Excellence, Integrity, Ownership, and Unityand 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

We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.

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].

We are driven by our AEIOU beliefsAdventure, Excellence, Integrity, Ownership, and Unityand 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

We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.

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].