Senior Service Delivery Manager

Company Description

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Description

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 issues
• Review transition plans, milestones, and deliverables with customers and teams
• Ensure support tasks meet agreed quality and service levels
• Conduct regular SLA and KPI reviews to align services with customer expectations
• Escalate out-of-scope variations or critical issues to service delivery leadership
• Approve service requests, schedules, and risk plans
• Forecast and plan resource requirements for projects
• Monitor and report on project health status
• Liaise with vendors, technical teams, and interfacing leaders for smooth operations
• Provide regular service delivery reports to customers
• Identify opportunities for expanding or improving services delivered
• Support pre-sales activities in coordination with account managers
• Delegate and monitor tasks assigned to team members
• Provide coaching, leadership, and performance feedback
• Enhance team performance through leadership and mentoring

Qualifications

Essential Qualifications

• Degree in Information Systems, Computer Science, or equivalent
• 5–7 years of IT project management experience
• Knowledge of process improvement methodologies and tools
• Understanding of Software Development Lifecycle (SDLC)
• Proficiency in English, both written and spoken

Preferred Attributes

• Strong leadership and mentoring abilities
• Positive, can-do attitude with strong interpersonal skills
• Effective communication, presentation, and negotiation skills
• Creative and proactive approach to problem-solving

Professional and/or Technical Certifications

• ITIL Foundation certification

Additional Information

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 reachus@ncs.com.sg.