The Service Delivery Manager is responsible for managing day-to-day support of medium-scale maintenance projects to meet customer requirements and Service Level Agreements. The role includes ensuring that the team conducts health checks, application monitoring, handles customer queries, investigates and resolves incidents, applies fixes, and tracks issues to closure. The Service Delivery Manager also assists Senior Managers in training and guiding junior team members.
What will you do:
- Act as focal point for all support-related queries and issues
- Review transition plans, enhancement milestones, and deliverables with support teams and customers
- Ensure support tasks and deliverables meet quality standards and service levels
- Conduct regular reviews of SLAs and KPIs to maintain alignment with customer expectations
- Escalate out-of-scope service variations to Client Delivery Lead and/or Project Delivery Lead
- Escalate critical issues or service level variations to Client Delivery Lead and/or Project Delivery Lead
- Review and approve service requests, enhancement effort, schedules, and risk plans
- Raise and review resource requirements
- Perform resource forecasting and planning
- Monitor and report project health status
- Take ownership of the project financials
The ideal candidate should possess:
Essential Qualifications
- Around 10 years IT project management experience
- Strong knowledge of process improvement methodologies and tools
- Understanding of software development lifecycle (SDLC)
- Proficient in written and spoken English
- Willingness to work on client site
Preferred Attributes
- Self-motivated with positive “can-do” attitude and creativity
- Strong presentation, communication, and negotiation skills
- Effective interpersonal skills with persuasive techniques
- Ability to lead, develop, and maintain respectful and trusting relationships
- Strong leadership, coaching, and performance management skills
ADDITIONS
- Liaise with vendors, customer technical teams, and interfacing application teams to ensure smooth BAU support operations
- Provide effective customer communication including timely service delivery reports
- Identify opportunities for expansion or improvement of services and liaise with Sales Managers
- Participate in pre-sales activities
- Delegate tasks effectively with clear and specific instructions
- Plan, track, and monitor tasks assigned to team members
- Participate in leadership activities and provide performance feedback and coaching
- Monitor and improve team performance through leadership and performance management
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.
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.
Scam Alert
We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.
Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at reachus@ncs.com.sg.