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 Technical Project Manager (Tech PM) cum Service Delivery Manager (SDM) will lead the project implementation cum day-to-day delivery and operational support of the implemented services, ensuring service quality, SLA performance, incident resolution, stakeholder communication, and continuous improvement. The role acts as the key coordination point between Clients, Team NCS, technical teams, Partners, and service leadership to keep operations stable, secure, and aligned to business needs
Responsibilities
1. Project management, Service delivery and Client management
- Act as the primary focal point for project planning and tracking of implementation and rollout
- Followed on as the point of contact for support queries, service issues, escalations, and operational updates.
- Ensure incidents, service requests, queries, and recurring issues are tracked, followed up, and resolved within agreed SLAs.
- Conduct regular SLA, KPI, and service performance reviews to ensure services remain aligned with Client expectations.
- Provide timely and transparent service delivery reports, including weekly or monthly status updates, dashboards, risks, and improvement actions.
- Escalate critical issues, service-level variations, or out-of-scope requests to the Program Manager, Service Delivery Director, or relevant leadership.
2. Operations and support
- Oversee BAU support activities for the implemented services, including health checks, monitoring, incident investigation, and service request fulfilment.
- Coordinate with technical teams to support user onboarding, access issues, desktop availability, performance concerns, image/configuration updates, and endpoint-related support activities.
- Track root cause analysis, corrective actions, and incident closure for major or recurring issues.
- Support planned maintenance, enhancements, changes, upgrades, and technology refresh activities.
- Help document and improve SOPs, work instructions, service management processes, and operational runbooks.
3. Transition, change and service improvement
- Review transition plans, enhancement milestones, deliverables, and operational readiness with Clients and support teams.
- Review and approve service requests, enhancement effort estimates, schedules, and risk mitigation plans.
- Identify opportunities to improve service quality, user experience, automation, reporting, and operational efficiency.
- Work with Account Managers and solution teams to support service expansion or improvement opportunities where relevant.
4. Stakeholder and Partner coordination
- Liaise with Client technical teams, internal support groups, Partners, and interfacing application or infrastructure teams to ensure smooth BAU operations.
- Coordinate operational dependencies across end-user computing, cloud, identity, security, network, and service desk teams.
- Ensure clear communication during incidents, changes, maintenance windows, and service reviews.
5. Resource and team coordination
- Support resource forecasting and planning based on operational demand.
- Assign, track, and follow up on tasks with engineers and support team members.
- Guide junior team members on operational standards, service discipline, documentation, and Client communication.
- Promote service excellence, accountability, collaboration, and continuous improvement within Team NCS.
Qualifications
Requirements / Qualifications
- Diploma or Degree in Computer Engineering, Electronic Engineering, Information Technology, or a related discipline.
- 7-10 years of experience in IT service delivery, managed services, end-user computing, cloud infrastructure, or modern workplace operations.
- Good understanding of ITIL processes, including incident, problem, change, request, and service level management.
- Experience managing SLAs, KPIs, service reports, operational dashboards, and stakeholder updates.
- Ability to coordinate across technical teams, Clients, Partners, and leadership stakeholders.
- Strong communication, escalation management, problem-solving, and service governance skills.
- Experience with systems management, endpoint management, identity, security, or cloud platforms would be advantageous.
- ITIL Foundation certification and PMP certification equivalent are recommended.
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
Preferred Professional and/or Technical Certifications
- ITIL 4 Foundation
- Microsoft Endpoint / Intune-related certification
- PMP 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.