Job Description

Singapore, Singapore

Company: Singtel Group

NCS is a leading information and communications technology (ICT) and communications engineering services provider across the Asia-Pacific region and is a member of the Singtel Group. We are headquartered in Singapore and a wholly owned subsidiary of the Singtel Group. We have in-depth domain knowledge and unique capabilities that create business value for customers.

We deliver end-to-end ICT solutions to help governments and enterprises realize business value through digital transformation and the innovative use of technology. Over the years, NCS has played a critical role in the Singapore government\'s efforts to computerize the civil service sector and integrate IT into its public services.



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.

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 \'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

Job Requirements

• Typically 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
• Proficient in written and spoken English
• Able to travel as required

Singtel