#EG Lead / Senior / Service Delivery Manager

NCS; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

NCS is seeking a Lead / Senior / Service Delivery Manager to oversee day-to-day support of medium-scale maintenance projects, ensuring SLAs are met and incidents resolved promptly. You will coordinate health checks, monitoring, and stakeholder communications across APAC in a dynamic environment.

The ideal candidate has 5–10 years in IT infrastructure, an ITIL Foundation, strong communication and leadership skills, and a degree in a relevant field.

Qualifications

• 5–10 years of IT infrastructure support experience.
• ITIL Foundation or higher is preferred.
• Excellent written, oral and presentation skills.
• Degree or Diploma in a relevant field.

Responsibilities

• Act as focal point for all support queries and issues.
• Review transition plans, milestones and deliverables with support teams and customers.
• Monitor SLAs/KPIs to align services with customer expectations.
• Forecast resources and manage project health status.
• Lead and coach team members with performance feedback.

Skills

ITIL Foundation

IT infrastructure

Leadership

Communication

Education

Degree in IT

Job description

#EG Lead / Senior / Service Delivery Manager

• Full-time
• Department: Others

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Overview

As a Lead/Senior/ Service Delivery Manager you are responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements. Ensure that the team conduct health check, conduct application monitoring, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure as well as to assist the SDD to train and guide junior team members.

What will you do?

Key Responsibilities

Project Delivery

• Act as a focal point for all support related queries and issues
• Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
• Review with support team to ensure that all support tasks and deliverables meet quality and service levels
• Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
• Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
• Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director ( SDD)
• Review and approve service request/enhancement effort, schedules and risk plans
• Review and raise resource requirement
• Responsible for resource forecasting and planning
• Review, monitor and report project health status.
• Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
• Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
• Be involved in pre-sale activities

Team Management

• Delegate tasks effectively by providing clear and specific instructions and goals
• Plan, track and monitor the tasks assigned to the team leader/ members
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance management

The ideal candidate should possess:

• At least 5 -10 years of relevant experience in IT Infrastructure Support
• Minimally ITIL Foundation
• Excellent written, oral and presentation skills
• Degree / Diploma in a relevant field

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and 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.