#EG Senior / Service Delivery Manager

Singtel Group; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading technology services firm in Singapore is seeking a Senior Service Delivery Manager. You will oversee day-to-day support for maintenance projects, ensuring compliance with service level agreements. The ideal candidate has 5-10 years of experience in IT Infrastructure Support and possesses strong communication skills. This role plays a vital part in delivering exceptional service to our clients and fostering team development.

Qualifications

• At least 5 -10 years of relevant experience in IT Infrastructure Support.
• Strong communication and presentation skills.

Responsibilities

• Manage day-to-day support of maintenance projects.
• Act as a focal point for support related queries.
• Ensure adherence to service level agreements.

Skills

IT Infrastructure Support

ITIL Foundation

Excellent written and oral communication

Education

Degree or Diploma in a relevant field

Job description

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NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating 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.

We’re searching for aSenior Service Delivery Managerto be part of our diverse team of talent here at NCS!

Overview

As a 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 ourAEIOU beliefs - Adventure, Excellence, Integrity, Ownership, and Unity -and we seek individuals who embody these values in both their professional and personal lives. We arecommitted to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, wemake the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.