Service Delivery Manager (Cyber)

NCS Hong Kong and Singapore; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading company in IT services seeks an experienced service delivery manager to oversee project execution and ensure service quality in alignment with customer expectations. This role requires strong leadership, communication, and resource management skills to drive performance and customer satisfaction.

Qualifications

• Experience in managing service delivery and projects.
• Strong leadership and communication skills required.
• Ability to forecast resource needs and manage team performance.

Responsibilities

• Review transition plans and service deliverables with support teams.
• Ensure quality of service delivery against SLAs and KPIs.
• Monitor project health status and resource allocation.

Skills

Leadership

Project Management

Resource Forecasting

Stakeholder Communication

Problem Solving

Job description

What we seek to accomplish together:

• 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
• 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
• 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