Service Delivery Manager, Service Leadership

Singtel Group; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

A technology services firm is seeking a Service Delivery Manager in Singapore. The role involves managing medium-scale maintenance projects, ensuring customer satisfaction and adherence to Service Level Agreements, and leading a team to deliver effective service support. Ideal candidates should possess over 5 years of project management experience in IT/Engineering and hold a degree in Engineering or Computer Science. Strong communication, leadership, and interpersonal skills are crucial for success in this role.

Qualifications

• Over 5 years of IT/Engineering project management experience.
• Experience in development, implementation, and support of engineering/IT projects.
• Self-motivated with a positive attitude.

Responsibilities

• Manage day-to-day support of medium-scale maintenance projects.
• Ensure customer requirements and Service Level Agreements are met.
• Act as the focal point for support-related queries and issues.

Skills

Project Management

Communication

Interpersonal Skills

Team Management

Negotiation

Education

Degree in Engineering or Computer Science

Job description

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Service Delivery Manager, Service Leadership

NCS is a leading technology services firm operating across the Asia Pacific region in over 20 cities. We provide consulting, digital services, technology solutions, and more. Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

The Service Delivery Manager is responsible for managing day-to-day support of medium-scale maintenance projects, ensuring customer requirements and Service Level Agreements are met.

Responsibilities:

• Ensure the team conducts health checks, application monitoring, handles customer queries, investigates incidents, resolves them, applies fixes, and tracks incidents until closure.
• Assist Senior Managers in training and guiding junior team members.

Project Delivery:

• Act as the focal point for support-related queries and issues.
• Review transition plans, enhancement milestones, and deliverables with support teams and customers.
• Ensure support tasks and deliverables meet quality and service levels.
• Conduct regular reviews of services (SLAs and KPIs) to align with customer expectations.
• Escalate out-of-scope variations and critical issues to the Program Director / Delivery Lead.
• Review and approve service requests, schedules, risk plans, and resource requirements.
• Manage resource forecasting and planning.
• Monitor and report project health status.
• Liaise with vendors, technical teams, and application leaders for smooth BAU support.
• Provide effective communication on service delivery, including regular reports.

Business Development:

• Identify opportunities for service expansion or improvement, liaising with the Account Manager.
• Participate in pre-sale activities.

Team Management:

• Delegate tasks clearly, plan, track, and monitor team activities.
• Participate in leadership activities, performance feedback, and coaching.
• Monitor and improve team performance through leadership and development.

The ideal candidate should have:

• Over 5 years of IT/Engineering project management experience.
• Experience in development, implementation, and support of engineering/IT projects.
• A degree in Engineering, Computer Science, or equivalent.
• Self-motivated with a positive attitude, excellent communication, negotiation, and interpersonal skills.
• Ability to build respectful and trusting relationships.
• Willingness to travel as required.
• A proven track record in managing medium-scale projects.

We are driven by our AEIOU values—Adventure, Excellence, Integrity, Ownership, and Unity—and seek individuals embodying these in their professional and personal lives. We are committed to our Impact: Valuing 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.