About this role
The Service Delivery Manager is responsible for managing day-to-day support of medium-scale maintenance projects to meet customer requirements and Service Level Agreements. The role includes ensuring that the team conducts health checks, application monitoring, handles customer queries, investigates and resolves incidents, applies fixes, and tracks issues to closure. The Service Delivery Manager also assists Senior Managers in training and guiding junior team members.
What will you do:
Act as focal point for all support-related queries and issuesReview transition plans, enhancement milestones, and deliverables with support teams and customersEnsure support tasks and deliverables meet quality standards and service levelsConduct regular reviews of SLAs and KPIs to maintain alignment with customer expectationsEscalate out-of-scope service variations to Client Delivery Lead and/or Project Delivery LeadEscalate critical issues or service level variations to Client Delivery Lead and/or Project Delivery LeadReview and approve service requests, enhancement effort, schedules, and risk plansRaise and review resource requirementsPerform resource forecasting and planningMonitor and report project health statusTake ownership of the project financials The ideal candidate should possess:
Essential Qualifications
Degree in Information Systems, Computer Science, or equivalentAround 10 years IT project management experienceStrong knowledge of process improvement methodologies and toolsUnderstanding of software development lifecycle (SDLC)Proficient in written and spoken EnglishWillingness to work on client sitePreferred Attributes
Self-motivated with positive “can-do” attitude and creativityStrong presentation, communication, and negotiation skillsEffective interpersonal skills with persuasive techniquesAbility to lead, develop, and maintain respectful and trusting relationshipsStrong leadership, coaching, and performance management skillsADDITIONS
Liaise with vendors, customer technical teams, and interfacing application teams to ensure smooth BAU support operationsProvide effective customer communication including timely service delivery reportsIdentify opportunities for expansion or improvement of services and liaise with Sales ManagersParticipate in pre-sales activitiesDelegate tasks effectively with clear and specific instructionsPlan, track, and monitor tasks assigned to team membersParticipate in leadership activities and provide performance feedback and coachingMonitor and improve team performance through leadership and performance management We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
Scam Alert
We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.
Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at [email protected].