Lead Service Delivery Manager [#Career Matching Partners]

NCS Hong Kong and Singapore; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading technology services firm seeks a Lead Service Delivery Manager to oversee a large team of Service Desk Agents. This role involves managing IT service delivery, ensuring compliance with best practices, and fostering a culture of continuous improvement. The ideal candidate will have extensive IT experience, strong leadership skills, and a commitment to customer satisfaction. Join us in creating lasting value and impact across the Asia Pacific region.

Qualifications

• 7-10 years of IT experience.
• Strong experience with IT Service Management aligned with ITIL.

Responsibilities

• Manage and supervise the IT Service Desk and EUC staff.
• Oversee incident, problem, and change management.
• Plan operations and projects, allocate resources.

Skills

Leadership

Customer Service

Analytical Skills

Troubleshooting

Education

Bachelor's degree or higher

Tools

ITIL

PMP

CITPM

Job description

Lead Service Delivery Manager [#Career Matching Partners]

• Full-time
• Position Type: Permanent

NCS is a leading technology services firm operating across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We harness the power of technology to create lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Overview

As a Lead Service Delivery Manager, Service Leadership, you will lead a large team of Service Desk Agents to exceed SLAs as per the contract. Collaborate with EUC and System teams to meet customer needs, expectations, and concerns. Ensure close coordination with EUC, Asset, System, customer service teams, and Data Analysts to fulfill contractual obligations.

What will you do?

People Management

• Manage and supervise the IT Service Desk and EUC staff in project completion and support activities.
• Develop and train staff on service management best practices and personal growth.
• Monitor performance objectives using metrics to ensure quality, user satisfaction, and timely delivery, with continuous improvement.

Service Desk and EUC

• Manage IT Service Desk Management (ITSM) following industry best practices like ITIL.
• Oversee incident, problem, and change management to maximize quality and user satisfaction while minimizing recurrence.
• Review weekly problem statistics and perform trending analysis.
• Develop and maintain standardized work practices for IT Service Desk & EUC activities.
• Lead end-user device refresh strategies to ensure reliability and standardization.
• Develop EUC asset management programs and maintain CMDB for asset currency and service continuity.
• Ensure compliance with Software Asset Management entitlements.
• Manage and publish IT Service KPIs, including CSAT and service levels, fostering a culture of continuous improvement.
• Enhance governance policies, standards, and guidelines for delivery outcomes.

Technical Lead

• Plan operations and projects, allocate resources, and coordinate vendor support.
• Troubleshoot Service Desk and EUC issues, update runbooks to prevent future failures.
• Manage ticketing processes, support communications, and create knowledge base articles.
• Consult with users and stakeholders to improve service delivery.
• Collaborate with technical teams and support vendors and partners.

The ideal candidate should possess:

Qualifications & Experience:

• Bachelor's degree or higher.
• 7-10 years of IT experience.
• Strong experience with IT Service Management aligned with ITIL.
• Technical project management experience with leadership roles.
• Proven ability to optimize system performance and service availability.

Skills & Certifications:

• Mandatory: ITIL certification.
• Preferred: PMP, CITPM certifications.
• Expertise in ITSM/ITIL methodologies (Change, Incident, Problem, Release Management & CMDB).
• Leadership and mentorship skills.
• Excellent customer service and stakeholder management.
• Strong analytical and troubleshooting skills.

We are driven by our AEIOU values—Adventure, Excellence, Integrity, Ownership, and Unity—and seek individuals embodying these in their professional and personal lives. We are committed to our Impact: Valuing clients, Growing our people, and Creating our future.