Service Delivery Manager

NCS Hong Kong and Singapore; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology services firm in Singapore is seeking an experienced Service Delivery Manager to manage support for maintenance projects while ensuring service quality and compliance with SLAs. The ideal candidate will have 9 years of IT project management experience and a strong knowledge of process improvement methodologies. This role requires excellent communication skills and the ability to lead teams effectively. A degree in Information Systems or Computer Science is preferred. Join us to make the extraordinary happen!

Benefits

Opportunities for professional development

Dynamic work environment

Commitment to core values

Qualifications

• Typically, 9 years IT project management experience.
• Strong knowledge in process improvement methodologies and tools.
• Understanding of Software Development Lifecycle (SDLC).
• Self-motivated with a positive 'can-do' attitude.
• Able to lead and develop respectful relationships.

Responsibilities

• Act as a focal point for support related queries and issues.
• Review transition plans and deliverables with support teams and customer.
• Ensure regular reviews of service levels.
• Notify critical issues or variations to service levels to management.
• Proactively identify opportunities for service improvement.

Skills

IT project management

Process improvement methodologies

Communication

Presentation skills

Interpersonal skills

Education

Degree in Information Systems, Computer Science or equivalent

Tools

IT Service Management and/or ITIL (v3 or above)

Job description

NCS is a leading technology services firm, operating across Asia Pacific, providing services and solutions in consulting, digital, technology, cybersecurity and more. We believe in the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities and partners. We bring together people and expertise to harness the best of technology. Our diverse 13,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Job Description

As aService Delivery Manager, you will be responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements.

The activities include ensuring 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 and to assist in training and guiding junior team members.

What will you do?

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
• 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, 9 years IT project management experience
• 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
• Certification in IT Service Management and/or ITIL (v3 or above)
• 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, make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.