Service Delivery Executive (School Project)

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Service Delivery Executive for a school project 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 work with customers to ensure they get value from the services
• Communicate regularly with customers, including monthly or weekly service delivery reports, and review SLAs and KPIs with the support team
• Work with sales, support, billing and technical teams, liaise with third-party vendors and escalate critical issues to leads or management
• Manage a team of 50-60 Desktop Engineers: lead, mentor and coach them, oversee resource forecasting, approve leave and timesheets, and run performance improvement plans
• Conduct training, delegate tasks clearly and collaborate with internal stakeholders to share best practices
• Track incidents, root cause analysis and closure, help document SOPs and work instructions, and analyse customer data to find service improvements and upsell opportunities
• Prepare operational reports and dashboards, and own every customer action from start to formal closure

Required profile

• 2-3 years of experience as a Service Delivery Manager or Customer Success Manager
• Good customer management experience
• Strong written, oral and presentation skills
• Certification in IT Service Management and/or ITIL (v4 or above)
• Strong coordination and problem-solving skills with a customer service mindset