Snr Svc Delivery Mgr, Svc(IMS) Ldrship

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

Job summary

A leading technology services firm in Singapore is seeking an experienced IT Service Desk Manager to oversee IT services and lead cross-functional teams. The ideal candidate will have 7-10 years of experience in IT service delivery, deep knowledge of ITIL practices, and strong leadership abilities. This role is pivotal in ensuring high-quality support and continuous improvement in the IT services provided. Join us to make the extraordinary happen.

Qualifications

• 7–10 years of IT experience, with a strong grounding in service delivery and support.
• Demonstrated experience managing large, cross-functional IT teams.
• Deep knowledge of ITIL-based service delivery and performance optimization.

Responsibilities

• Manage IT Service Desk and EUC staff in project completion.
• Oversee IT Service Desk Management using ITIL best practices.
• Develop and maintain processes for IT Service Desk and EUC operations.

Skills

ITIL Service Management Certification

Leadership

Analytical skills

Customer engagement

Education

Degree or higher in relevant field

Tools

Ticketing systems

Job description

Overview

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.

What will you do?

People Management

• Manage and supervise IT Service Desk and EUC staff in the completion of projects and related support activities.
• Ensure development and training of staff on service management best practices and personal growth.
• Monitor performance metrics and work assignments to ensure adherence to quality, timelines, and end-user satisfaction, while promoting continual improvement.

Service Desk and EUC

• Oversee and ensure effective IT Service Desk Management (ITSM) using ITIL best practices.
• Lead and manage Incident, Problem, Change Management, and ensure continual reduction of reoccurring issues.
• Provide and review weekly problem analytics: type, subtype, volume, aging, root cause, trending.
• Develop and maintain standardized processes for IT Service Desk and EUC operations.
• Manage Client Device Management lifecycle including refresh, reliability, and standardization strategies.
• Lead IT Concierge Management to enhance employee-facing support services and personalized IT assistance.
• Establish and implement Patch Management schedules and compliance reporting to ensure systems remain secure and up to date.
• Develop and maintain a robust EUC Asset Management Program and maintain an accurate CMDB to prevent service loss.
• Ensure Software Asset Management and compliance to licensing terms.
• Lead ITSM Management including SLAs, CSAT tracking, reporting, and service level improvements.
• Build governance frameworks, post-mortems, delivery playbooks, and compliance to industry standards.
• Drive Customer Success Management programs to enhance end-user satisfaction and retention.
• Oversee Service Desk Management practices ensuring operational excellence and swift resolution of user issues.
• Manage Deskside Support Management teams for prompt onsite technical support resolution.

Technical Leadership

• Plan and manage internal resources, project delivery schedules, and vendor engagements.
• Troubleshoot emergency Service Desk and EUC issues with cross-functional teams and update runbooks.
• Ensure robust ticketing system workflows, communication standards, and knowledge base articles.
• Actively collect user feedback and incorporate improvements to enhance Customer Management experience.
• Drive Business Analysis Management to identify service trends and improvement areas with data insights.
• Collaborate with infrastructure, applications, cybersecurity, and vendor teams for holistic service delivery.
• Onboard new technical knowledge into the team and ensure structured handovers with partners and vendors.

The Ideal Candidate Should Possess:

Qualifications & Experience

• Degree or higher in relevant field.
• 7–10 years of IT experience, with strong grounding in service delivery and support.
• Demonstrated experience managing large, cross-functional IT teams.
• Deep knowledge of ITIL-based service delivery and performance optimization.
• Background in customer engagement, problem management, and operational governance.

Skills & Certifications

• Mandatory: ITIL Service Management Certification.
• Preferred: PMP, CITPM.
• Strong in ITSM/ITIL disciplines: Change, Incident, Problem, Release Management, and CMDB.
• Excellent leadership, mentoring, and team development capabilities.
• Proficient in Client Device, Deskside, Asset, Patch, and IT Concierge Management.
• Excellent stakeholder communication, service orientation, and analytical skills.

We are driven by ourAEIOU beliefs - Adventure, Excellence, Integrity, Ownership, and Unity -and we seek individuals who embody these values in both their professional and personal lives. We arecommitted to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, wemake the extraordinary happen.

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