#EG Service Delivery Executive / Service Delivery Manager

NCS Group; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

NCS Group is seeking an experienced Service Delivery Manager to lead the End User Computing (EUC) function and own end-to-end delivery of desktop engineering and support services in Singapore. You will manage a team of EUC engineers, drive governance, and be the primary contact for stakeholders on EUC service matters.

The ideal candidate will have 4+ years in IT service delivery or EUC leadership, proven team management experience, and strong SLAs/KPIs governance.

Qualifications

• 4+ years in IT service delivery or EUC leadership roles.
• Proven experience managing teams in a support/operations environment.
• Track record of managing SLAs, KPIs, and service governance.
• Experience handling performance management, including PIP processes.

Responsibilities

• Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management.
• Monitor and manage SLAs, KPIs, and service quality metrics across the team.
• Drive continuous improvement initiatives to enhance service efficiency and user experience.
• Oversee incident and escalation management, ensuring timely resolution of high-priority issues.
• Manage, coach, and develop a team of EUC engineers.
• Conduct performance reviews, manage performance improvement plans, and support career development.
• Build a strong team culture centered on ownership, responsiveness, and service excellence.
• Manage workforce planning, including timesheet approval, leave coordination, and resource allocation.
• Serve as the primary escalation point and relationship owner for business stakeholders.
• Communicate service performance, risks, and improvement plans to leadership and stakeholders.
• Manage vendor and third-party relationships (manpower agencies, hardware/software vendors).

Skills

Communication

People management

Stakeholder management

Operational planning

Analytical mindset

Change management

Education

Degree in Information Systems/CS or equivalent

ITIL V4 Foundation certification

Tools

Intune

SCCM

ServiceNow

CMDB practices

Job description

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 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Job Description

We are seeking an experienced Service Delivery Manager to lead our End User Computing (EUC) function. This role owns the end-to-end delivery of desktop engineering and support services, ensuring high availability, quality, and consistency of service across the organization. The successful candidate will manage a team of Ops Leads and engineers, drive operational governance, and act as the primary point of contact for stakeholders on all EUC service matters.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management
• Monitor and manage SLAs, KPIs, and service quality metrics across the team
• Drive continuous improvement initiatives to enhance service efficiency and user experience
• Oversee incident and escalation management, ensuring timely resolution of high-priority issues

People Management

• Manage, coach, and develop a team of EUC engineers
• Conduct performance reviews, manage performance improvement plans, and support career development
• Build a strong team culture centered on ownership, responsiveness, and service excellence
• Manage workforce planning, including timesheet approval, leave coordination, and resource allocation

Stakeholder & Relationship Management

• Serve as the primary escalation point and relationship owner for business stakeholders
• Communicate service performance, risks, and improvement plans to leadership and stakeholders
• Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)
• Handle sensitive or difficult conversations with professionalism and clarity

Governance & Reporting

• Maintain service delivery governance frameworks, including KPI tracking and scorecards
• Prepare and present regular service reviews and reports to leadership
• Ensure compliance with IT policies, security standards, and audit requirements
• Manage asset and CMDB accuracy across the device fleet

Qualifications

• 4+ years in IT service delivery, desktop engineering, or EUC leadership roles
• Proven experience managing teams (direct or matrixed) in a support/operations environment
• Track record of managing SLAs, KPIs, and service governance frameworks
• Experience handling performance management, including difficult conversations and PIP processes

Technical Knowledge

• Familiarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platforms
• Working knowledge of ITSM platforms (ServiceNow)
• Understanding of asset/lifecycle management and CMDB practices
• General awareness of device security, patching, and compliance standards

Skills & Attributes

• Strong communication skills, with the ability to navigate difficult conversations confidently
• Demonstrated stakeholder and people management capability
• Ability to articulate and execute clear operational plans
• Analytical mindset with strong attention to detail in reporting and governance
• Comfortable operating in a fast-paced, service-driven environment

What Success Looks Like

• Consistent achievement of SLA/KPI targets across the EUC team
• Strong stakeholder satisfaction and low escalation rates
• A well-developed, engaged, and high-performing team
• Clear, accurate, and timely service governance reporting

Essential Qualifications

• Degree in Information Systems, Computer Science, or equivalent
• 4+ years of IT project management experience
• Knowledge of process improvement methodologies and tools
• Understanding of Software Development Lifecycle (SDLC)
• Proficiency in English, both written and spoken

Preferred Attributes

• Strong leadership and mentoring abilities
• Positive, can-do attitude with strong interpersonal skills
• Effective communication, presentation, and negotiation skills
• Creative and proactive approach to problem-solving

Professional and/or Technical Certifications

• ITIL V4 Foundation certification

ADDITIONS

Responsibilities | PROJECT-SPECIFIC

• CAT 2 clearance

Additional Information

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.

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.