Lead Svc Delivery Mgr, Svc(IMS) Ldrship

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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 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Overview

As aLead Service Delivery Manager, Service Leadership, you will l ead a large team of Service Desk Agents to exceed SLAs stated in the contract. Work with EUC and System teams to manage and address the needs, expectation and concerns of the customers. Ensure close collaboration with EUC, Asset, System, customer service teams and Data Analyst to meet the contractual obligations stated in the contract

What will you do?

People Management

• Manages and supervises the IT Service Desk and EUC staff in the completion of projects and related support activities.
• Ensures development and training of staff on relevant best practices in service management and personal development.
• Monitors the achievement of performance objectives through leading and lagging metrics along with work assignments to ensure adherence to quality, end user satisfaction and timelines with continual improvement.

Service Desk and EUC

• Responsible and Accountable for IT Service Desk Management (ITSM) utilizing industry best practices like the Information Technology Infrastructure Library (ITIL).
• Manages performance of IT Service Desk and EUC activities, responsible for incident, problem & change management to maximize quality and end user satisfaction with minimizing reoccurrence.
• Provide and review weekly on problem statistics such as types, subtypes, priority level, volume, status, aging cases, root cause, trending analysis.
• Responsible for the development and maintenance of standardized work practices and processes that support IT Service Desk & EUC activities.
• Leads and manages the development and deployment of end-user computing device refresh strategies to maintain currency, reliability and standardization of desktop devices.
• Leads the development of an EUC asset management program and CMDB to maintain asset currency and minimize loss of services.
• Responsible and Accountable for Software Asset Management entitlement and compliance.
• Responsible and Accountable to manage, maintain and publish IT Services KPIs including CSAT, service levels, and develop a continuous improvement culture
• Improve governance (policies, standards, guidelines) on successful delivery outcomes e.g. industry compliances, delivery frameworks/playbooks, port-mortem

Technical Lead

• Manages operational and project planning requirements to monitor internal resource allocation, schedule new services and identify vendor support required to deliver high quality employee services.
• Engages in emergency troubleshooting of Service desk and EUC services in collaboration with other technology teams, internal and external, and updates runbooks to prevent future failures.
• Accountable for ticket system process, end user support communications, and knowledge base article creation.
• Consults regularly with users and stakeholders to determine their needs and develop plans for improved service delivery.
• Work closely with all technical group to on-board technical knowledge of support, inclusive of vendors and partners as needed

The ideal candidate should possess:

Qualifications & Experience:

• Educational Qualification:Degree or higher.
• Years of IT Experience:7-10 years.
• Strong experience in IT Service Management, aligned with ITIL frameworks.
• Technical project management experience with leadership responsibilities.
• Proven ability to monitor and optimize system performance and service availability.

Skills & Certifications:

• Mandatory:ITIL IT Service Management certification.
• Preferred:PMP, CITPM certification.
• Strong expertise in ITSM/ITIL methodologies (Change, Incident, Problem, Release Management & CMDB).
• Ability to lead and mentor junior team leads and engineers.
• Excellent customer service and stakeholder management skills.
• Strong analytical, troubleshooting, and problem-solving abilities.

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 arecommitted to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, wemake the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.