Job Description

NCS is the leading technology services firm that operates across the Asia Pacific region in over 20 countries, 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\xe2\x80\x99re searching for a Senior Service Delivery Manager to be part of our diverse team of talent here at NCS!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:The Service Delivery Manager is responsible for managing day to day support of medium scale maintenance projects meeting customer\xe2\x80\x99s requirements and Service Level Agreements.Daily Activities

• 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
• Assist the Senior Managers 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 \xe2\x80\x98out of scope\xe2\x80\x99 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:

• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Collaborate with internal stakeholders to establish relationship across all departments
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

What you might also need to have:

• Typically 5-7 years 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 \xe2\x80\x9ccan-do\xe2\x80\x9d attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
• Able to lead, develop and maintain respectful and trusting relationship
• Certification in IT Service Management and/or ITIL (v3 or above)
• Proficient in written and spoken English
• Able to travel as required

As Asia\xe2\x80\x99s 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\xe2\x80\x99s sustainability focus to guide how you can contribute to our objectives at .About NCS GroupWe 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\xe2\x80\x99re 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.

Singtel