Senior Service Delivery & Performance Lead

NCS; 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 of medium-scale maintenance projects. You will ensure health checks, monitoring, incident resolution, and timely communication with clients while guiding junior team members.

Ideal candidates bring 10+ years in IT project management, SDLC literacy, and strong process-improvement knowledge. The role requires onsite client work and leadership in delivering quality service.

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, milestones, and deliverables with teams and customers.
• Ensure tasks meet quality standards and service levels.
• Conduct regular reviews of SLAs and KPIs with customers.
• Escalate out-of-scope variations to Client Delivery Lead or Project Delivery Lead.
• Escalate critical issues or SLV to Client Delivery Lead or Project Delivery Lead.
• Review and approve service requests, schedules, and risk plans.
• Raise and review resource requirements; perform forecasting and planning.
• Monitor and report project health status.
• Take ownership of project financials.

Skills

Project management

Process improvement

SDLC understanding

English proficiency

Client site readiness

Education

Degree in Information Systems or Computer Science

Job description

NCS is seeking a Service Delivery Manager to oversee day-to-day support of medium-scale maintenance projects. You will ensure health checks, monitoring, incident resolution, and timely communication with clients while guiding junior team members.

Ideal candidates bring 10+ years in IT project management, SDLC literacy, and strong process-improvement knowledge. The role requires onsite client work and leadership in delivering quality service.