Service Delivery Manager

NCS Group; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

NCS Group is seeking a Service Delivery Manager to oversee the EUSS maintenance environment and ensure smooth service delivery. You will coordinate with support teams, monitor incidents, and drive timely resolution in line with SLAs and customer expectations.

The role involves collaborating with senior managers, providing operational support, tracking performance, and assisting in planning and reporting activities for EUSS operations.

Qualifications

• 4–6 years of IT operations, service management or support experience.
• Experience supporting EUCD/desktop/end-user services in medium to large environments.
• Knowledge of incident, change and problem management processes.
• Familiarity with the Project Management Lifecycle (SDLC).
• Diploma or degree in Information Systems, Computer Science or related field.
• Strong written and spoken communication skills.

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 and follow up on incident investigations, RCA and closure.
• Assist in reviewing service level performance, KPIs and gaps.
• Coordinate with customer teams, vendors and internal support groups.
• 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.
• Support short-term maintenance activities and technology refresh efforts.
• Provide inputs for resource planning and forecasting based on operational needs.
• Assist senior managers in guiding junior engineers on operational tasks and standards.
• Coordinate task assignments, follow up on deliverables, and ensure quality of outputs.
• Promote service excellence and process discipline within the team.

Skills

Coordination

Problem-solving

Communication

Stakeholder management

Teamwork

Education

Diploma/Degree in Information Systems or Computer Science

Job description

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

• ITIL Foundation certification (preferred)