Lead Svc Delivery Mgr

NCS; Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

NCS is seeking a Program Manager/Lead SDm to oversee end-user support services, including helpdesk operations and laptop patch management, for a team around 150 staff. You will ensure service levels, drive continuous improvement, and align with organizational objectives.

Responsibilities include managing incidents, resource planning, performance reporting, and stakeholder communication, while leading a large multi-site team and shaping career pathways and upskilling initiatives.

Qualifications

• Strong leadership and people management skills with the ability to manage large teams.
• Excellent stakeholder and communication skills.
• Strong understanding of IT service management ITSM and SLA-driven environments.
• Ability to manage operations budgets and performance metrics.
• Problem-solving mindset with a focus on continuous improvement.
• Ability to handle high-pressure situations and escalations.
• 10+ years of experience in IT service delivery or end-user support.
• At least 5 years in a leadership role managing desktop support and helpdesk.
• Proven track record in managing helpdesk and onsite support operations.
• Experience in SLA KPI management and service performance improvement.
• Experience working with enterprise clients or large-scale environments.
• Experience managing teams of 100+ staff.
• Strong exposure to enterprise-scale IT environments.
• ITIL certification
• Project or service management certifications including PMP or PRINCE2

Responsibilities

• Own overall SLA/KPI performance including incident response resolution times patch compliance and user satisfaction
• Ensure consistent high-quality end-user support across all channels including onsite remote and helpdesk
• Drive continuous improvement including process optimization automation and shift-left strategies
• Manage major incidents and escalations including stakeholder communication
• Oversee daily operations across teams including helpdesk onsite engineers and patch management
• Ensure proper resource planning and coverage including shift schedules and site distribution
• Monitor ticket trends backlog and system health to proactively address issues
• Govern patching cycles and compliance ensuring minimal disruption to users
• Lead and develop a large team through managers and team leads
• Ensure staff engagement morale and retention
• Provide clear direction coaching and performance management
• Build career pathways training plans and upskilling initiatives
• Act as the primary point of contact for stakeholders
• Provide regular reporting on performance risks and improvements
• Manage expectations and ensure customer satisfaction
• Handle escalations diplomatically and effectively
• Manage budget cost control and margins
• Optimize resource utilization without compromising service quality
• Support contract management and renewals
• Ensure compliance with policies security standards and audit requirements
• Identify and mitigate operational risks
• Establish clear governance structures and reporting cadence
• Align operations with organizational goals and future roadmap
• Introduce innovation including automation tools AI helpdesk and self-service
• Plan for scalability and long-term sustainability of services

Skills

Leadership

Stakeholder mgmt

ITSM

Budget mgmt

Problem solving

Escalation handling

IT service delivery

Helpdesk ops

SLA/KPI mgmt

Enterprise clients

Job description

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Description

Job Summary

The Program Manager/Lead SDm is responsible for the overall leadership, delivery, and performance of end-user support services, including helpdesk operations and laptop patch management, across a team of approximately 150 staff. This role ensures that service levels are consistently met, operations run efficiently, and staff are effectively managed and developed. The Program Manager also serves as the key interface with stakeholders, driving customer satisfaction, continuous improvement, and alignment with organizational objectives.

Responsibilities

• Own overall SLA/KPI performance including incident response resolution times patch compliance and user satisfaction
• Ensure consistent high-quality end-user support across all channels including onsite remote and helpdesk
• Drive continuous improvement including process optimization automation and shift-left strategies
• Manage major incidents and escalations including stakeholder communication
• Oversee daily operations across teams including helpdesk onsite engineers and patch management
• Ensure proper resource planning and coverage including shift schedules and site distribution
• Monitor ticket trends backlog and system health to proactively address issues
• Govern patching cycles and compliance ensuring minimal disruption to users
• Lead and develop a large team through managers and team leads
• Ensure staff engagement morale and retention
• Provide clear direction coaching and performance management
• Build career pathways training plans and upskilling initiatives
• Act as the primary point of contact for stakeholders
• Provide regular reporting on performance risks and improvements
• Manage expectations and ensure customer satisfaction
• Handle escalations diplomatically and effectively
• Manage budget cost control and margins
• Optimize resource utilization without compromising service quality
• Support contract management and renewals
• Ensure compliance with policies security standards and audit requirements
• Identify and mitigate operational risks
• Establish clear governance structures and reporting cadence
• Align operations with organizational goals and future roadmap
• Introduce innovation including automation tools AI helpdesk and self-service
• Plan for scalability and long-term sustainability of services

Qualifications

Essential Qualifications

• Strong leadership and people management skills with the ability to manage large teams
• Excellent stakeholder and communication skills
• Strong understanding of IT service management ITSM and SLA-driven environments
• Ability to manage operations budgets and performance metrics
• Problem-solving mindset with a focus on continuous improvement
• Ability to handle high-pressure situations and escalations
• 10+ years of experience in IT service delivery or end-user support
• At least 5 years in a leadership role managing desktop support and helpdesk
• Proven track record in managing helpdesk and onsite support operations
• Experience in SLA KPI management and service performance improvement
• Experience working with enterprise clients or large-scale environments

Preferred Attributes

• Experience managing teams of 100+ staff
• Strong exposure to enterprise-scale IT environments

Professional and/or Technical Certifications

• ITIL certification
• Project or service management certifications including PMP or PRINCE2

Additional Information

We are driven by ourAEIOU 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 ourImpact: 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.