Senior Service Delivery Manager — IT & Client Services

NCS Pte Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

NCS is seeking a Service Delivery Manager to oversee day-to-day support for medium-scale maintenance projects to meet customer requirements and SLAs. The role includes health checks, monitoring, incident handling, and guiding junior staff.

The ideal candidate brings around 10 years of IT project management experience, strong SDLC knowledge, and excellent English communication. Client-site work is expected as part of project delivery.

Qualifications

• Degree in Information Systems, Computer Science, or equivalent.
• Around 10 years IT project management experience.
• Strong knowledge of process improvement methodologies and tools.
• Understanding of software development lifecycle (SDLC).
• Proficient in written and spoken English.
• Willingness to work on client site.

Responsibilities

• Act as focal point for all support-related queries and issues
• Review transition plans, enhancement milestones, and deliverables with support teams and customers
• Ensure support tasks and deliverables meet quality standards and service levels
• Conduct regular reviews of SLAs and KPIs to maintain alignment with customer expectations
• Escalate out-of-scope service variations to Client Delivery Lead and/or Project Delivery Lead
• Escalate critical issues or service level variations to Client Delivery Lead and/or Project Delivery Lead
• Review and approve service requests, enhancement effort, schedules, and risk plans
• Raise and review resource requirements
• Perform resource forecasting and planning
• Monitor and report project health status
• Take ownership of the project financials

Skills

IT project management

Process improvement

SDLC understanding

English proficiency

Client-site readiness

Education

Degree in Information Systems, Computer Science, or equivalent

Job description

NCS is seeking a Service Delivery Manager to oversee day-to-day support for medium-scale maintenance projects to meet customer requirements and SLAs. The role includes health checks, monitoring, incident handling, and guiding junior staff.

The ideal candidate brings around 10 years of IT project management experience, strong SDLC knowledge, and excellent English communication. Client-site work is expected as part of project delivery.