Service Delivery Manager

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Service Delivery Manager in Singapore. The role manages day-to-day support of large-scale maintenance projects, ensuring they meet customer requirements and service level agreements. It covers project delivery, customer and vendor management, business development and team leadership.

Key responsibilities

• Act as focal point for support queries and issues, 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, enhancement schedules and risk plans, and forecast and plan resources
• Liaise with third-party vendors and customer technical teams, and share service delivery reports within agreed timeframes
• Identify opportunities to expand or improve services and work with Account Managers on pre-sale activities
• Delegate tasks, track progress, give performance feedback and coach team members

Required profile

• Typically 5 years of IT project management experience
• Degree in Information Systems, Computer Science or equivalent
• Strong knowledge of process improvement methodologies and tools, and understanding of the SDLC
• Excellent communication, negotiation and interpersonal skills, able to lead and coach a team
• Proficient written and spoken English, able to travel as required