Senior Service Delivery Manager (Government Projects)

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Senior Service Delivery Manager for a government project in Singapore. The role manages day-to-day support of large-scale maintenance projects, ensuring customer requirements and service level agreements are met.

Key responsibilities

• Oversee daily support: health checks, application monitoring, handling customer queries, investigating and resolving incidents until closure
• Assist the Program Manager in training and guiding junior team members
• Act as focal point for support queries, review transition plans, milestones and deliverables, and ensure SLAs and KPIs are reviewed regularly
• Escalate out-of-scope variations and critical issues to the Program Director / Service Delivery Director
• Review and approve service requests and enhancement schedules, forecast resources, and report project health
• Liaise with third-party vendors and customer technical teams, and share service delivery reports within agreed timeframes
• Identify service expansion opportunities with the Account Manager and take part in pre-sale activities
• Delegate tasks, track progress, give performance feedback and coach team members

Required profile

• Typically 9 years of IT project management experience
• Degree in Information Systems, Computer Science or equivalent
• Strong written and spoken English; able to travel as required
• Self-motivated, with strong communication, negotiation and interpersonal skills

Required skills

• Process improvement methodologies and tools
• Understanding of the Software Development Lifecycle (SDLC)