Lead Service Delivery Manager, EUCD [#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 is seeking a Lead Service Delivery Manager to oversee medium-scale maintenance projects. The role involves managing support teams, ensuring service quality, and engaging in business development activities. Ideal candidates will have extensive IT project management experience and strong leadership skills.

Qualifications

• 7 to 10 years of IT project management experience.
• Experience managing teams of 500+ desktop engineers.

Responsibilities

• Manage day-to-day support of medium-scale maintenance projects.
• Ensure customer requirements and Service Level Agreements are met.
• Conduct health checks and application monitoring.

Skills

Communication

Negotiation

Interpersonal Skills

Process Improvement

Education

Degree in Information Systems

Degree in Computer Science

Job description

Lead Service Delivery Manager, EUCD [#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.

As a Lead Service Delivery Manager, EUCD, you will manage day-to-day support of medium-scale maintenance projects, ensuring customer requirements and Service Level Agreements are met. Your activities include conducting health checks, application monitoring, handling customer queries, investigating incidents, resolving issues, applying fixes, and tracking incident resolution until closure. You will also assist senior managers in training and guiding junior team members.

What will you do?

Project & Service Delivery

• Act as the main support contact for all queries and issues
• Review transition plans, enhancement milestones, and deliverables with support teams and customers
• Ensure support tasks and deliverables meet quality and service levels
• Conduct regular reviews of services (SLAs and KPIs) to align with customer expectations
• Escalate out-of-scope variations and critical issues to the Program Director / Service Delivery Director (SDD)
• Review and approve service requests, enhancement efforts, schedules, and risk plans
• Manage resource forecasting and planning
• Monitor and report on project health status
• Liaise with third-party vendors, technical teams, and application leaders for smooth BAU support
• Provide effective communication to the customer, including monthly or weekly reports

Business Development

• Identify opportunities for service expansion or improvement and liaise with Account Managers
• Participate in pre-sale activities

Team Management

• Delegate tasks clearly, set goals, and monitor progress
• Participate in leadership activities, provide performance feedback, and coaching
• Monitor and improve team performance through leadership and development

The ideal candidate should possess:

• 7 to 10 years of IT project management experience, managing large-scale EUCD desktop teams supporting multiple locations
• Experience managing teams of 500+ desktop engineers
• Experience across more than 10 locations in a single project
• Strong knowledge of process improvement methodologies and SDLC
• Degree in Information Systems, Computer Science, or equivalent
• Self-motivated with a positive attitude, excellent communication, negotiation, and interpersonal skills
• Ability to build respectful, trusting relationships
• Proficiency in English (written and spoken)
• Experience with government projects is preferred
• Willingness to travel locally as required

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.