NCS is the 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 12,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
We’re searching for a Service Delivery Manager to be part of our diverse team of talents here at NCS!
The Service Delivery Manager is responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements.,including:
• ensuring 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
• assisting the Senior Managers to train and guide junior team members.
If you believe in going above and beyond, embodying excellence, and bringing people and technology together like never before, we would love to have a conversation with you!
What we seek to accomplish together:
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
A little about you:
- Typically 6 years of IT project management experience
- 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
- Technical knowledge of Java (mandatory), Cloud Solution Architecting, Oracle SQL, Red Hat Enterprise Linux
As Asia’s leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders. We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment. Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future.
We Grow our People, Value our Clients, and Create our Future.
We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all.
You can find out more about our Group’s sustainability focus to guide how you can contribute to our objectives at Sustainability Reports.
About NCS Group
We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services. Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.
We’re here to make the extraordinary happen.
Find out more at ncs.co and our LinkedIn career site.
We handle all profiles with the highest level of confidentiality.
