NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Description

The Senior Service Delivery Manager is responsible for managing day to day support of large-scale maintenance projects meeting customer's requirements and service level agreements.

The Activities Include

to ensure that the team conduct health check, conduct application monitoring, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure
to assist the Program Manager to train and guide junior team members.

Project Delivery

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 ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
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 requirement
Responsible for resource forecasting and planning
Review, monitor and report project health status

Customer/Vendor Management

Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
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

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

Qualifications

Typically 7 years IT project management experience
PMP (Project Management Professional), PRINCE2, or Agile/Scrum Master certification is preferred.
Strong knowledge in process improvement methodologies and tools
Understanding of Software Development Lifecycle (SDLC)
Degree in Information Systems, Computer Science or equivalent
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 relationship
Proficient in written and spoken English
Able to travel as required

Additional Information

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.

Scam Alert

We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.

Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender's email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender's identity by contacting us at [HIDDEN TEXT].

Senior Service Delivery Manager (Infra Maintenance projects)