Lead Service Delivery Manager., Svc Leadership

NCS Hong Kong and Singapore; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

A leading IT service provider in Singapore seeks a Lead Service Delivery Manager to oversee a portfolio of IT application services. The role involves ensuring high-quality service delivery, managing stakeholder expectations, and driving business growth. Ideal candidates will have over 10 years of relevant experience, exceptional interpersonal skills, and proficiency in ITIL methodologies.

Qualifications

• 10+ years of IT service delivery management experience.
• Experience with government contracts over $10 million is a bonus.
• Proficient in written and spoken English.

Responsibilities

• Oversee end-to-end delivery of service contracts and ensure quality and budget adhere to standards.
• Manage stakeholder relationships and resolve technical issues.
• Identify growth opportunities for service improvements.

Skills

Leadership

Communication

Negotiation

Interpersonal Skills

Stakeholder Management

Service Delivery

Education

Degree in Information Systems or Computer Science

Tools

ITIL Certification

Job description

TheLead Service Delivery Manageris responsible for a portfolio of IT application managed services engagements, ensuring Operations & Support services are delivered with quality, within scope, and on time, while conforming to processes and standards that meet customer requirements.

What will you do

Service Delivery

• Oversee end-to-end delivery of Service Contracts, including client engagement, managing stakeholder expectations, and delivering on contractual outcomes.
• Own delivery schedules, quality, budgets, manpower, communications, and risk management.
• Drive delivery excellence and continuous service improvements.
• Manage commercial issues and resolve disputes impacting scope, schedule, or cost.
• Address technical issues arising from integration of project components such as hardware, software installation, testing, business process review/redesign, application development, system migration, and data conversion.
• Monitor and report on project management progress.
• Manage resource mobilization and offboarding to maximize productivity and minimize wastage.
• Take ownership of project financials.

Stakeholder Management

• Manage contracts and subcontractors.
• Engage stakeholders effectively in project decisions and execution.
• Build long-term customer relationships by anticipating and exceeding expectations.
• Negotiate with customers on change control mechanisms to meet schedules and prioritise changes based on business needs.

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to customers, liaising with Account Managers for development.
• Support pre-sales activities.

People and Growth

• Monitor and improve team team building, and provide leadership, coaching, and performance management.
• Provide performance feedback and developmental coaching.
• Identify and grow talents from within the team.

The ideal candidate should possess:

• Degree in Information Systems, Computer Science, or equivalent.
• More than 10 years of IT service delivery management experience.
• Experience in project managing and successfully implementing at least 3 projects for government agencies, each with a total contract value of more than $10 million, is a bonus.
• ITIL Foundation certified.
• Self-motivated with a positive can-do attitude, creative, with excellent presentation, communication, negotiation, and interpersonal skills, including strong persuasive techniques.
• Able to lead, develop, and maintain respectful and trusting relationships.
• Proficient in written and spoken English.
• Knowledge and working experience in the administration of MINDEF National Service policies and processes is an added advantage.