About this role
We are seeking an experienced Service Delivery Manager to support the Government Agency and Technology Facilities Management (ATFM) operations. This role serves as the primary coordinator for operational support activities, ensuring seamless service delivery and maintaining strong relationships with our client and partners.
Key Responsibilities
Service Delivery & Operations Management
Serve as the primary focal point for all ICA ATFM operational support activities, queries and issuesMonitor service performance and ensure incidents, service requests and queries are addressed within agreed Service Level Agreements (SLAs)Support health checks, application monitoring and Business As Usual (BAU) service activitiesTrack and follow up on incident investigations, root cause analysis (RCA) and closureEscalate major, critical or recurring issues to the Lead/Program Manager or Service Delivery DirectorCoordinate with customer teams, partners and internal support groups to ensure seamless daily operationsPerformance Monitoring & Reporting
Assist in reviewing service level performance against SLAs and Key Performance Indicators (KPIs)Identify gaps and proactively recommend improvementsSupport preparation of operational reports, dashboards and status updates for stakeholdersEnsure effective and timely communication on services delivered to the clientChange & Enhancement Management
Assist in the review and scheduling of enhancements, changes and maintenance tasksSupport short-term maintenance activities and technology refresh efforts under the guidance of the Lead/Program ManagerReview transition plans and enhancement milestones in consultation with support teams and clientsProcess & Documentation
Help document Standard Operating Procedures (SOPs), work instructions and service management processesPromote service excellence and process discipline within the teamEnsure all support tasks and deliverables meet quality and service standardsResource & Team Coordination
Provide inputs for resource planning and forecasting based on operational needsCoordinate task assignments, follow up on deliverables and ensure quality of service outputsAssist senior managers in guiding junior engineers on operational tasks and standardsDelegate tasks effectively with clear goals and instructionsStakeholder Management
Liaise with ICA technical teams, partners and interfacing application leaders to ensure smooth BAU operationsBuild and maintain strong working relationships with all stakeholdersSupport business development by identifying opportunities for service expansion or improvement Essential Qualifications & Experience
Diploma or Degree in Information Technology, Computer Science, Engineering or related fieldMinimum 3-5 years of experience in service delivery, application support or IT operations managementExperience working with government agencies or public sector clients is highly advantageousProven track record in managing SLAs, KPIs and operational performance metricsTechnical Skills
Strong understanding of ITIL service management frameworks and best practicesExperience with incident management, problem management and change management processesFamiliarity with application monitoring tools and service management platformsKnowledge of root cause analysis (RCA) methodologiesSoft Skills & Competencies
Excellent communication and stakeholder management skillsStrong coordination and organizational abilitiesAbility to work under pressure and manage multiple prioritiesProactive problem-solving mindset with attention to detailTeam player with the ability to work collaboratively across functionsCustomer-focused with a commitment to service excellence 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.
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