Service Delivery Manager - EUC Operations

About the role

NCS is looking for an experienced Service Delivery Manager to lead its End User Computing (EUC) function in Singapore. The role owns the end-to-end delivery of desktop engineering and support services, ensuring high availability, quality and consistency of service, manages a team of Ops Leads and engineers, drives operational governance and acts as the main point of contact for stakeholders on EUC service matters.

Key responsibilities

• Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching and lifecycle management
• Monitor and manage SLAs, KPIs and service quality metrics, and drive continuous improvement
• Oversee incident and escalation management
• Manage, coach and develop a team of EUC engineers, run performance reviews and manage workforce planning (timesheets, leave, resources)
• Serve as the escalation point for business stakeholders, communicate service performance and risks to leadership, and manage vendor and third-party relationships
• Maintain service delivery governance, prepare regular service reviews and reports, ensure compliance with IT policies, security standards and audits, and keep asset and CMDB data accurate

Required profile

• 4+ years in IT service delivery, desktop engineering or EUC leadership roles
• Proven experience managing teams (direct or matrixed) in a support/operations environment
• Track record managing SLAs, KPIs and service governance frameworks
• Experience with performance management, including PIP processes
• 4+ years of IT project management experience
• Knowledge of process improvement methodologies and tools, and understanding of SDLC
• Proficiency in written and spoken English
• CAT 2 clearance

Required skills

• Familiarity with EUC toolsets such as Intune, SCCM or equivalent endpoint management platforms
• Working knowledge of ITSM platforms such as ServiceNow
• Understanding of asset and lifecycle management and CMDB practices
• General awareness of device security, patching and compliance standards
• ITIL V4 Foundation certification preferred