About this role
Job Summary
The role is responsible for managing day-to-day support of medium-scale maintenance projects, ensuring alignment with customer requirements and service level agreements. The Sr. Service Delivery Manager will oversee health checks, application monitoring, incident resolution, and customer queries. The position also involves customer and vendor management, service reporting, business development, and leading team performance improvements.
Responsibilities
Act as focal point for support-related queries and issuesReview transition plans, milestones, and deliverables with customers and teamsEnsure support tasks meet agreed quality and service levelsConduct regular SLA and KPI reviews to align services with customer expectationsEscalate out-of-scope variations or critical issues to service delivery leadershipApprove service requests, schedules, and risk plansForecast and plan resource requirements for projectsMonitor and report on project health statusLiaise with vendors, technical teams, and interfacing leaders for smooth operationsProvide regular service delivery reports to customersIdentify opportunities for expanding or improving services deliveredSupport pre-sales activities in coordination with account managersDelegate and monitor tasks assigned to team membersProvide coaching, leadership, and performance feedbackEnhance team performance through leadership and mentoring Essential Qualifications
Degree in Information Systems, Computer Science, or equivalent5–7 years of IT project management experienceKnowledge of process improvement methodologies and toolsUnderstanding of Software Development Lifecycle (SDLC)Proficiency in English, both written and spokenPreferred Attributes
Strong leadership and mentoring abilitiesPositive, can-do attitude with strong interpersonal skillsEffective communication, presentation, and negotiation skillsCreative and proactive approach to problem-solvingProfessional and/or Technical Certifications
ITIL Foundation certification 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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