Job Description

Singapore, SingaporeCompany: Singtel GroupNCS is a 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 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.OverviewAs a Senior Service Delivery Manager, you will oversee IT service operations, ensuring smooth business-as-usual (BAU) support, incident resolution, and compliance with Service Level Agreements (SLAs). Acting as the primary escalation point, you will manage team performance, resource planning, and vendor coordination while identifying opportunities for service improvement and business growth. This role requires strong leadership, stakeholder engagement, and ITSM expertise, with availability for 24/7 standby support as needed.What will you do?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 customers.
• Ensure support tasks and deliverables meet quality and service levels.
• Conduct regular reviews of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain service alignment.
• Escalate out-of-scope variations and critical service issues to Program Director / Service Delivery Director (SDD).
• Review and approve service requests/enhancement efforts, schedules, and risk plans.
• Manage resource forecasting and planning.
• Monitor and report project health status.

Customer & Vendor Management

• Liaise with third-party vendors, customer technical teams, and interfacing application leaders to ensure seamless operations.
• Provide timely service delivery reports (weekly/monthly) to customers.

Business Development

• Identify opportunities for service expansion and improvements.
• Work with Account Managers to develop new business opportunities.
• Participate in pre-sales activities.

Team Management

• Delegate tasks effectively with clear instructions and goals.
• Track and monitor team performance and workload.
• Provide leadership, coaching, and performance feedback to team members.
• Improve overall team efficiency and service delivery quality.

The ideal candidate should possess:Mandatory Skills & Experience:

• ITIL Foundation certification.
• 9+ years of IT project management experience.
• Strong knowledge of process improvement methodologies and tools.
• Understanding of Software Development Lifecycle (SDLC).

Educational Qualifications:

• Degree in Information Systems, Computer Science, or equivalent.

Soft Skills & Leadership Qualities:

• Self-motivated with a positive "can-do" attitude.
• Excellent presentation, communication, negotiation, and interpersonal skills, including strong persuasive techniques.
• Ability to lead, develop, and maintain trusting relationships.

Additional Requirements:

• Proficient in written and spoken English.
• Willingness to travel as required.
• 24/7 Standby: Yes.

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.

Singtel