Service Delivery Executive/Manager

NCS Pte Ltd; Hong Kong; On-site; HKD 700,000 - 1,000,000; Full time

Job summary

NCS Pte Ltd is seeking an experienced Service Delivery Executive/Manager to lead the End User Computing (EUC) function. The role owns end-to-end delivery of desktop engineering and support services, ensuring high availability, quality, and consistency of service across the organization.

The successful candidate will manage a team of EUC engineers, drive operational governance, and act as the primary point of contact for stakeholders on all EUC service matters.

Qualifications

• 4+ years in IT service delivery, desktop engineering, or EUC leadership roles.
• Proven experience managing teams (direct or matrixed) in a support/operations environment.
• Track record of managing SLAs, KPIs, and service governance frameworks.
• Experience handling performance management, including difficult conversations and PIP processes.
• Familiarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platforms.
• Working knowledge of ITSM platforms (ServiceNow).
• Understanding of asset/lifecycle management and CMDB practices.
• General awareness of device security, patching, and compliance standards.
• Strong communication skills, with the ability to navigate difficult conversations confidently.
• Demonstrated stakeholder and people management capability.

Responsibilities

• Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management.
• Monitor and manage SLAs, KPIs, and service quality metrics across the team.
• Drive continuous improvement initiatives to enhance service efficiency and user experience.
• Oversee incident and escalation management, ensuring timely resolution of high-priority issues.
• Manage, coach, and develop a team of EUC engineers.
• Conduct performance reviews, manage performance improvement plans, and support career development.
• Build a strong team culture centered on ownership, responsiveness, and service excellence.
• Manage workforce planning, including timesheet approval, leave coordination, and resource allocation.
• Serve as the primary escalation point and relationship owner for business stakeholders.
• Communicate service performance, risks, and improvement plans to leadership and stakeholders.
• Manage vendor and third-party relationships (manpower agencies, hardware/software vendors).
• Handle sensitive or difficult conversations with professionalism and clarity.
• Maintain service delivery governance frameworks, including KPI tracking and scorecards.
• Prepare and present regular service reviews and reports to leadership.
• Ensure compliance with IT policies, security standards, and audit requirements.
• Manage asset and CMDB accuracy across the device fleet.

Skills

IT service delivery

EUC leadership

SLA governance

Stakeholder management

Vendor management

Performance coaching

Team leadership

Intune

SCCM

ServiceNow

CMDB

Operational governance

Tools

Intune

SCCM

ServiceNow

Job description

Service Delivery Executive / Manager

Role Summary

We are seeking an experienced Service Delivery Manager to lead our End User Computing (EUC) function. This role owns the end-to-end delivery of desktop engineering and support services, ensuring high availability, quality, and consistency of service across the organization. The successful candidate will manage a team of Ops Leads and engineers, drive operational governance, and act as the primary point of contact for stakeholders on all EUC service matters.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management
• Monitor and manage SLAs, KPIs, and service quality metrics across the team
• Drive continuous improvement initiatives to enhance service efficiency and user experience
• Oversee incident and escalation management, ensuring timely resolution of high-priority issues

People Management

• Manage, coach, and develop a teamof EUC engineers
• Conduct performance reviews,manage performance improvement plans, and support career development
• Build a strong team culture centered on ownership, responsiveness, and service excellence
• Manage workforce planning, including timesheet approval, leave coordination, and resource allocation

Stakeholder & Relationship Management

• Serve as the primary escalation point and relationship owner for business stakeholders
• Communicate service performance,risks, and improvement plans to leadership and stakeholders
• Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)
• Handle sensitive or difficult conversations with professionalism and clarity

Governance & Reporting

• Maintain service delivery governance frameworks, including KPI tracking and scorecards
• Prepare and present regular service reviews and reports to leadership
• Ensure compliance with IT policies, security standards, and audit requirements
• Manage asset and CMDB accuracy across the device fleet

Requirements

• 4+ years in IT service delivery, desktop engineering, or EUC leadership roles
• Proven experience managing teams(direct or matrixed) in a support/operations environment
• Track record of managing SLAs, KPIs, and service governance frameworks
• Experience handling performance management, including difficult conversations and PIP processes
• Familiarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platforms
• Working knowledge of ITSM platforms (ServiceNow)
• Understanding of asset/lifecycle management and CMDB practices
• General awareness of device security, patching, and compliance standards
• Strong communication skills, with the ability to navigate difficult conversations confidently
• Demonstrated stakeholder and people management capability
• Ability to articulate and execute clear operational plans
• Analytical mindset with strong attention to detail in reporting and governance
• Comfortable operating in a fast-paced, service-driven environment