Senior Service Delivery Manager (Infra Maintenance projects)

NCS Pte Ltd; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

NCS Pte Ltd in Singapore is seeking a Senior Service Delivery Manager to run day-to-day support for large-scale maintenance projects, ensuring SLA compliance and client satisfaction.

You will lead cross-functional teams, manage health checks, monitoring, incidents, and escalations, while collaborating with the Program Manager to coach junior staff and drive continuous improvement.

Qualifications

• Seven years of IT project management experience.
• Strong knowledge of process improvement methodologies and tools.
• Understanding of Software Development Lifecycle (SDLC).
• Degree in Information Systems, Computer Science or equivalent.
• Self-motivated with a positive can-do attitude and strong communication skills.
• Able to travel as required.

Responsibilities

• Act as a focal point for all support related queries and issues.
• Review transition plans, enhancement milestones and deliverables with customers and support teams.
• Ensure all support tasks meet quality and service levels, monitor SLAs and KPIs.
• Notify or escalate out-of-scope variations or critical issues to the Program Director/SDD.
• Review and approve service requests, schedules and risk plans.
• Forecast and plan resources; monitor and report project health status.
• Liaise with third party vendors and customer technical teams for BAU support.

Job description

Company 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

The Senior Service Delivery Manager is responsible for managing day to day support of large-scale maintenance projects meeting customer’s requirements and service level agreements.

The activities include:

• to ensure that the team conduct health check, conduct application monitoring, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure
• to assist the Program Manager to train and guide junior team members.

Project Delivery

• Act as a focal point for all support related queries and issues
• Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
• Review with support team to ensure that all support tasks and deliverables meet quality and service levels
• Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
• Notify/escalate any 'out of scope' variations to services to Program Director / Service Delivery Director (SDD)
• Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)
• Review and approve service request/enhancement effort, schedules and risk plans
• Review and raise resource requirement
• Responsible for resource forecasting and planning
• Review, monitor and report project health status

Customer/Vendor Management

• Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
• Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
• Be involved in pre-sale activities

Team Management

• Delegate tasks effectively by providing clear and specific instructions and goals
• Plan, track and monitor the tasks assigned to the team leader/ members
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance management

Qualifications

• Typically 7 years IT project management experience
• PMP (Project Management Professional), PRINCE2, or Agile/Scrum Master certification is preferred.
• Strong knowledge in process improvement methodologies and tools
• Understanding of Software Development Lifecycle (SDLC)
• Degree in Information Systems, Computer Science or equivalent
• 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 relationship
• Proficient in written and spoken English
• Able to travel as required

Additional Information

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.