EUC Service Delivery Lead (Desktop Engineering & Support)

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 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.