Service Delivery Executive (Infrastructure - EUC Centric)

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Service Delivery Executive in Singapore. The role manages day-to-day operational support, identifies client needs and oversees service delivery, while acting as a single point of contact for support queries and building long-term client partnerships.

Key responsibilities

• Manage customer expectations, act as escalation point for complex issues and review customer feedback to improve procedures
• Communicate regularly with customers, including monthly or weekly service delivery reports, and liaise with sales, support, billing and technical teams
• Review SLAs and KPIs, and ensure support tasks meet quality standards
• Escalate critical issues to leads or management and notify third-party vendors and application team leaders
• Manage a team of 50-60 Desktop Engineers: lead, mentor and coach, forecast resources, approve leave and timesheets, and run PIPs when needed
• Conduct training, delegate tasks and collaborate with internal stakeholders
• Track incidents, root cause analysis and closure, help document SOPs and service processes, and prepare operational reports and dashboards
• Analyse customer data and feedback to find service improvements and upsell opportunities, and close out customer actions end to end

Required profile

• 2-3 years of experience as a Service Delivery Manager or Customer Success Manager
• Good customer management experience
• Preferred: professional approach with a strong customer relationship focus, and professional or technical certifications

Required skills

• Excellent written, oral and presentation skills
• Strong coordination and problem-solving skills with a customer service mindset
• ITIL Foundation certification preferred