Job Description

Svc Delivery Executive, Svc(IMS) Ldrship

Date: 27-Apr-2023 Location: 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 realise business value through digital transformation and the innovative use of technology. Over the years, NCS has played a critical role in the Singapore government\xe2\x80\x99s efforts to computerise the civil service sector and integrate IT into its public services.
The Service Delivery Executive is responsible for managing day to day operational support. Identifies a client\xe2\x80\x99s needs and oversees the delivery of the services.
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 Service Delivery Manager / Service Delivery Director (SDD)
• Notify/escalate critical issues or variations to service levels to Service Delivery Manager / 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

Requirements

• 2-3 years as a Service Delivery Manager/Customer Success Manager
• Good customer management experience
• Excellent written, oral and presentation skills
• Certification in IT Service Management and/or ITIL (v3 or above)