Service Delivery Manager

NCS Pte Ltd; Singapore; On-site; SGD 120,000 - 150,000; Full time

Job summary

A leading technology services firm in Singapore is seeking a Service Senior Manager to oversee application management services for multiple e-procurement clients. This role demands 10+ years in IT Systems and Application Management, alongside strong stakeholder and governance skills. The ideal candidate will manage multiple customer accounts while ensuring adherence to service delivery standards and client satisfaction. Leadership experience with onshore-offshore teams is essential. The position offers an engaging work environment and opportunities for growth.

Qualifications

• Proven experience managing AMS delivery for multiple customers.
• Hands-on experience with IT systems, managing multi-year AMS contracts.
• Strong customer-facing skills with experience in stakeholder management.

Responsibilities

• Manage application and systems operations for multiple e-procurement customers.
• Ensure delivery against SLAs and KPIs.
• Lead and coordinate delivery with offshore AMS teams.

Skills

IT Systems and Application Management

Stakeholder management

Governance skills

Communication

Education

10+ years of experience in IT Systems

Tools

ITIL v4

COBIT

ISO/IEC 20000

Job description

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 14,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As a Service Senior Manager, you will manage and govern application and systems operations (Application Manager Services, AMS) for NCS Telco+ SBG’s clients. The role carries primary accountability for AMS delivery excellence, while also supporting platform evolution, customer success, solution delivery, and growth initiatives.

The SSM will operate as a techno-functional leader, combining strong understanding of procurement business processes with hands-on experience across different systems and SaaS platforms. The role requires the ability to manage multiple customers simultaneously, each with different maturity levels, priorities, and operating models.

What will you do?

• Own end-to-end AMS delivery and governance for multiple e-procurement customers.
• Ensure delivery against SLAs, KPIs, and contractual commitments across accounts.
• Lead L2 governance covering incident, problem, change, and release management.
• Drive operational reviews, service improvement plans, and risk mitigation.
• Act as the escalation point for delivery, service quality, and customer satisfaction.

Multi-Customer & Stakeholder Management

• Manage multiple customer accounts concurrently with clear prioritization and governance.
• Serve as the primary delivery interface for senior stakeholders across all domains and functional areas per client setup.
• Balance competing priorities while ensuring consistent service quality across customers.
• Build trusted-advisor relationships and support long-term customer success.

Onshore–Offshore Delivery Leadership

• Lead and coordinate delivery with offshore AMS and delivery teams across India, Philippines and China.
• Ensure effective planning, workload management, quality assurance, and documentation.
• Support capability building, mentoring, and performance management of delivery teams.
• Drive standardization, best practices, and continuous improvement.

Solutioning, Delivery & Growth Support

• Support pre-sales activities including solutioning, estimations, pricing, and proposal development.
• Contribute to delivery planning for enhancements, rollouts, and transformation initiatives.
• Provide advisory input on digital procurement operating models and best practices.
• Support internal leadership initiatives and cross-account collaboration within NCS.

The ideal candidate should possess:

• 10+ years of experience in IT Systems and Application Management support services.
• Proven experience managing AMS delivery for multiple customers.
• Strong techno-functional expertise in Payment / Payment wallet and other IT systems.
• Hands-on experience with IT systems, having completed entire SLDC / Agile implementations of at least 5m SGD in Implementation value and Managed operations of multi-year AMS contracts worth at least 10m SGD.
• Solid understanding of Managed Operations / AMS methodologies such as ITIL v4, COBIT, SRE Certifications, FitSM, ISO/IEC 20000 and similar.
• Experience leading onshore–offshore delivery models, preferably with India-based teams.
• Strong customer-facing, governance, and stakeholder management skills – preparation and presentation of Project and Executive Steerco.
• Hands on experience managing at least team size of 8 persons (direct reports)
• Must have demonstrated application of AMS governance via best practice ITSM tooling and have deep understanding and experience in Service Requests, Change Management, Cyber Security and Enhancement and Development.
• Used industry leading ITSM tool and ITIL v4, COBIT, SRE Certifications, FitSM, ISO/IEC 20000 certifications or equivalent
• Experience with RFPs, pre-sales solutioning, and pricing models.
• Background in large enterprise, regulated, or multi-country environments.
• Familiarity with APAC customer landscapes (Singapore, Australia preferred).
• Ideally have had at least 4 years of experience managing and running Managed Operations at Singtel or Singtel Group
• Leadership & Behavioural Competencies
• Ability to manage complex, multi-customer delivery environments.
• Strong ownership and accountability mindset.
• Excellent communication and executive presence.
• Ability to bridge business, functional, and technical perspectives.
• Collaborative, adaptable, and delivery-driven leadership style.

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.

We removed boilerplate and phishing guidance to keep the focus on the role and responsibilities. Learn more about us at ncs.co and visit our LinkedIn career site.