Snr/ Service Delivery Manager, Svc (IMS) Ldrship

Singtel Group; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Service Delivery Manager to oversee medium-scale maintenance projects. This role involves managing daily support operations, ensuring adherence to Service Level Agreements (SLAs), and fostering strong relationships with customers and stakeholders. The ideal candidate will have over five years of IT Infrastructure Project Management experience and a knack for process improvement. Join a dynamic team that values adventure, excellence, and integrity, and help make extraordinary things happen in the technology services sector.

Qualifications

• Over 5 years of experience in IT Infrastructure Project Management.
• Strong knowledge in process improvement methodologies and tools.

Responsibilities

• Manage day-to-day support of medium scale maintenance projects.
• Ensure team conducts health checks and resolves incidents effectively.

Skills

IT Infrastructure Project Management

Process Improvement Methodologies

Customer Management

Stakeholder Management

Presentation Skills

Negotiation Skills

Interpersonal Skills

Education

Degree in Information Systems

Job description

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Snr/ Service Delivery Manager, Svc (IMS) Ldrship

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 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As a Snr/ Service 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. This includes ensuring that the team conducts health checks, application monitoring, handles customer queries, investigates incidents reported, resolves the incidents and applies fixes, and also ensures that incidents reported are tracked and resolved till closure.

What will you do?

Project Delivery

1. Act as a focal point for all support related queries and issues
2. Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
3. Review with support team to ensure that all support tasks and deliverables meet quality and service levels
4. 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
5. Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
6. Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD)
7. Review and approve service request/enhancement effort, schedules and risk plans
8. Review and raise resource requirement
9. Responsible for resource forecasting and planning
10. Review, monitor and report project health status
11. Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
12. 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

1. 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
2. Be involved in pre-sale activities

The ideal candidate should possess:

1. More than 5 years of IT Infrastructure Project Management experience
2. Strong knowledge in process improvement methodologies and tools
3. Good customer and stakeholder management skills
4. Experience in the development, implementation and operation support of information technology projects in a range of organizations
5. Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
6. Able to lead, develop and maintain respectful and trusting relationships
7. Proficient in written and spoken English
8. Degree in Information Systems or equivalent

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.

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