Service Delivery Manager

NCS Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

NCS Pte Ltd is seeking a Service Delivery Manager (EUSS) to oversee daily operations of the EUSS maintenance environment in Singapore. You will coordinate with support teams, monitor incidents and ensure timely resolution in line with SLAs and customer expectations.

You will work with senior managers, provide operational support to teams, track performance and assist in planning and reporting for EUSS operations. Strong communication and coordination skills are essential.

Qualifications

• 4-6 years in IT operations, service management or support environments.
• Experience supporting EUCD/desktop/end-user services in medium to large environments.
• Good understanding of incident, change and problem management processes.
• Knowledge of Project Management Life Cycle (SDLC).
• Diploma/Degree in Information Systems, Computer Science or related field.
• Good communication skills (written and spoken).

Responsibilities

• Serve as the primary coordinator for EUSS operational support activities.
• Monitor service performance and ensure incidents, service requests and queries are addressed within SLA.
• Escalate major or recurring issues to the Lead/Program Manager.
• Support health checks, application monitoring and BAU service activities.
• Track incident investigations, RCA and closure.
• Assist in reviewing service level performance, KPIs and gaps.

Skills

Incident management

Change management

Problem solving

Stakeholder communication

Team coordination

Customer service mindset

Education

Diploma in IT

Bachelor's degree

Tools

ITIL

Monitoring tools

Dashboarding

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 Service Delivery Manager (EUSS) supports the day-to-day operations of the EUSS maintenance environment. The role ensures smooth delivery of services by coordinating with support teams, monitoring incidents, ensuring timely resolution, and maintaining service quality in alignment with SLAs and customer expectations.
The incumbent works closely with senior managers, provides operational support to team members, tracks service performance, and assists in planning and reporting activities for EUSS operations.

Responsibilities | CORE

Service Management & Operations

• Serve as the primary coordinator for EUSS operational support activities.
• Monitor service performance and ensure incidents, service requests and queries are addressed within SLA.
• Escalate major or recurring issues to the Lead/Program Manager.
• Support health checks, application monitoring and BAU service activities.
• Track and follow up on incident investigations, root cause analysis (RCA) and closure.
• Assist in reviewing service level performance, KPIs and gaps.

Planning, Coordination & Reporting

• Coordinate with customer teams, vendors and internal support groups to ensure seamless daily operations.
• Support preparation of operational reports, dashboards and status updates for stakeholders.
• Assist in the review and scheduling of enhancements, changes, and maintenance tasks.
• Help document SOPs, work instructions and service management processes.

Project Support

• Support short-term maintenance activities and technology refresh efforts under the guidance of the Lead/Program Manager.
• Provide inputs for resource planning and forecasting based on operational needs.

Team Support

• Assist senior managers in guiding junior engineers on operational tasks and standards.
• Coordinate task assignments, follow up on deliverables, and ensure quality of service outputs.
• Promote service excellence and process discipline within the team.

Qualifications

Essential Qualifications

• 4-6 years' experience in IT operations, service management or support environments.
• Experience supporting EUCD / desktop / end-user services in medium to large environments.
• Good understanding of incident, change and problem management processes.
• Knowledge of Project Management Life Cycle (SDLC).
• Diploma/Degree in Information Systems, Computer Science or related field.
• Good communication skills (written and spoken).

Preferred Attributes

• Strong coordination and problem-solving skills.
• Positive attitude with a customer-service mindset.
• Able to work independently and collaboratively with cross-functional teams.
• Good stakeholder communication and relationship-building capabilities.
• Experience supporting government sector projects is an advantage.

Professional/Technical Certifications

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.

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.