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 seeks a Senior / Service Delivery Manager to oversee project support, manage customer queries, and mentor junior team members. The ideal candidate should have over 5 years of experience in IT Infrastructure/Project Management and possess strong communication and stakeholder management skills. This role enhances service delivery and team performance while driving business development opportunities.

Qualifications

• More than 5 years of IT Infrastructure/Project Management experience.
• Self-motivated with a positive 'can-do' attitude.
• Able to lead and maintain respectful relationships.

Responsibilities

• Manage day-to-day support of maintenance projects.
• Act as a focal point for all support-related queries.
• Review transition plans and service deliverables.

Skills

IT Infrastructure/Project Management

Process improvement methodologies

Customer and stakeholder management

Presentation and communication skills

Negotiation skills

Interpersonal skills

English proficiency

Education

Degree in Information Systems or equivalent

Job description

We are a leading technology services firm with operations across the Asia Pacific region, delivering consulting, digital services, technology solutions, and more.

The Senior / Service Delivery Manager will be responsible for managing day-to-day support of medium-scale maintenance projects, ensuring customer requirements and service levels are met. The role includes team health checks, application monitoring, handling customer queries, incident investigation and resolution, tracking incidents to closure, and training/guiding junior team members in support of the Program Manager.

What will you do?

• Act as a focal point for all support related queries and issues
• 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 (SLA/KPI) are conducted to maintain alignment with customer expectations
• 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 requirements
• 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 BAU support operations
• Ensure effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) within agreed timeframes

Business Development

• 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

Team Management

• 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 provide performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance management

The ideal candidate should possess:

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