EUC Service Delivery Lead

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

Job summary

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.

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.
• 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.

Skills

EUC leadership

Stakeholder management

SLA governance

Team coaching

Communication

Education

IT service delivery/leadership experience

Tools

Intune

SCCM

ServiceNow

CMDB

Job description

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.