Service Delivery Manager (EUSS)

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Service Delivery Manager (EUSS) in Singapore. The role supports the day-to-day operations of the EUSS maintenance environment, ensuring smooth service delivery through coordination with support teams, incident monitoring and timely resolution in line with SLAs and customer expectations. The incumbent works closely with senior managers, supports team members, tracks service performance and helps with planning and reporting.

Key responsibilities

• Serve as the primary coordinator for EUSS operational support activities and escalate major or recurring issues to the Lead/Program Manager.
• Monitor service performance so that incidents, service requests and queries are handled within SLA, and track incident investigations, root cause analysis and closure.
• Support health checks, application monitoring and BAU service activities, and help review service level performance, KPIs and gaps.
• Coordinate with customers, vendors and internal support groups, and help prepare operational reports, dashboards and status updates.
• Help schedule enhancements, changes and maintenance, and document SOPs, work instructions and service management processes.
• Support short-term maintenance and technology refresh activities, and give inputs for resource planning and forecasting.
• Assist senior managers in mentoring junior engineers, coordinate task assignments and promote service excellence and process discipline.

Required profile

• 4-6 years' experience in IT operations, service management or support environments.
• Experience supporting EUCD / desktop / end-user services in medium to large environments.
• Diploma or degree in Information Systems, Computer Science or a related field.
• Good written and spoken communication skills.
• Preferred: experience supporting government sector projects.

Required skills

• Incident, change and problem management processes.
• Knowledge of the SDLC (Project Management Life Cycle).
• ITIL Foundation certification preferred.