Client Success & Service Delivery Lead

NCS; Singapore; Sur place; SGD 60 000 - 90 000; Plein temps

Résumé du poste

NCS is seeking a Service Delivery Executive (School Project) to manage day-to-day operational support and oversee service delivery for clients in a fast-paced environment. You will act as the primary contact for inquiries, build strong client partnerships, and drive service improvements across multiple teams.

The role requires coordinating with sales, support, billing and technical teams, and overseeing a team of 50–60 Desktop Engineers with a focus on meeting SLAs and KPIs.

Qualifications

• 2-3 years as a Service Delivery Manager/Customer Success Manager.
• Excellent written, oral and presentation skills.
• Certification in IT Service Management and/or ITIL (v4 or above).
• Strong coordination and problem-solving skills with a customer service mindset.

Responsabilités

• Act as the single point of contact for all support related queries and issues.
• Build executive-level relationships with clients to ensure long term success and act as an escalation point for complex customer issue.
• Be passionate about customer satisfaction and continuous service delivery improvements.
• Work with customers to ensure they are leveraging services effectively and finding value in our services.
• Assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided.
• Possess strong interpersonal skills, which enables them to communicate with customer and team, give clear instructions and provide great customer service.
• Ensure that effective communication is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes.
• Manage multiple stakeholders. Work closely with sales, support, billing and other technical teams.
• Ensure that regular reviews of the services provided (SLAs and KPIs) are conducted to maintain alignment between the services and the expectations of the customer.
• Review with support team to ensure that all support tasks and deliverables meet quality and service levels.
• Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth BAU support operations.
• Notify/escalate critical issues or variations to leads or management.
• Act as the direct reporting manager to a team of 50–60 Desktop Engineers.
• Lead, mentor and develop team members, fostering a culture of accountability, collaboration and continuous improvements.
• Oversee resource forecasting and workforce planning to ensure seamless and uninterrupted service delivery.
• Monitor and evaluate individual Desktop Engineer KPIs, ensuring targets are met, delivering coaching where required, and managing PIP when necessary.
• Manage and approve leave applications and ensure timely and accurate submission of timesheets for all Desktop Engineers.
• Ensure strict adherence to established processes and procedures.
• Conduct training sessions for engineers and team members, mentor junior team members to promote skill development.
• Delegate tasks effectively by providing clear and specific instructions and goals, plan, track and monitor tasks assigned to team members.
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
• Collaborate with internal stakeholders to establish relationship across all departments.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Track and follow up on incident investigations, root cause analysis and closure to ensure incidents reported are tracked and resolved till closure.
• Help document SOPs, work instructions and service management processes to ensure knowledge retention and operational consistency.
• Analyse customer data and feedback for service improvement and identify upsell opportunities.
• Prepare and provide operational reports, dashboards and status updates to stakeholders.
• Ensure end-to-end ownership and follow-up of all customer-related actions, issues, and service requests through to full closure.
• Track progress against agreed timelines, proactively drive actions, chase updates, and manage dependencies to prevent delays.
• Maintain clear visibility of all open items, ensuring no gaps in communication or execution.
• Identify and elevate risks or blockers early to relevant stakeholders to ensure timely resolution.
• Validate resolution with customers and stakeholders, securing formal closure and satisfaction confirmation.
• Ensure proper documentation of outcomes, root causes, and lessons learned to support continuous service improvement.

Connaissances

Customer service mindset

Stakeholder management

Coordination skills

Communication skills

Description du poste

NCS is seeking a Service Delivery Executive (School Project) to manage day-to-day operational support and oversee service delivery for clients in a fast-paced environment. You will act as the primary contact for inquiries, build strong client partnerships, and drive service improvements across multiple teams.

The role requires coordinating with sales, support, billing and technical teams, and overseeing a team of 50–60 Desktop Engineers with a focus on meeting SLAs and KPIs.