#EG Service Delivery Executive / Service Delivery Manager (EUCD Ops)

NCS Pte Ltd; Singapore; Sur place; SGD 120 000 - 180 000; Plein temps

Résumé du poste

NCS Pte Ltd in Singapore is seeking an experienced Service Delivery Manager to lead the 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 EUC engineers, drive governance, and act as the primary point of contact for stakeholders on all EUC service matters.

Qualifications

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

Responsabilités

• 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.
• Drive continuous improvement initiatives to enhance efficiency and user experience.
• Oversee incident and escalation management and timely resolution of high-priority issues.
• Manage, coach, and develop a team of EUC engineers.
• Conduct performance reviews and support career development.
• Build a culture of ownership, responsiveness and service excellence.
• Manage workforce planning, timesheet approval, leave coordination and resource allocation.
• Serve as primary escalation point for business stakeholders.
• Communicate service performance, risks and improvement plans to leadership.
• Manage vendor relationships (manpower agencies, hardware/software).
• Handle sensitive conversations professionally.

Connaissances

EUC leadership

Stakeholder management

SLA governance

Team coaching

Communication

Formation

IT service delivery/leadership experience

Outils

Intune

SCCM

ServiceNow

CMDB

Description du poste

Company 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

  
  
  
  
  • 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.