Service Delivery Manager (Singapore, Singapore)

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

The Service Delivery Manager is responsible for managing day-to-day support of medium-scale maintenance projects, ensuring customer requirements and Service Level Agreements are met. The role includes conducting health checks, application monitoring, handling customer queries, investigating incidents, applying fixes, and ensuring incidents are tracked until closure. The Service Delivery Manager also assists Senior Managers in training and guiding junior team members.

• Act as focal point for all support-related queries and issues
• Review transition plans, enhancement milestones, and deliverables with support teams and customers
• Ensure support tasks and deliverables meet quality standards and service levels
• Conduct regular reviews of SLAs and KPIs to maintain alignment with customer expectations
• Escalate out-of-scope service variations to Program Director or Service Delivery Director
• Escalate critical issues or service level variations to Program Director or Service Delivery Director
• Review and approve service request or enhancement effort, schedules, and risk plans
• Raise and review resource requirements
• Perform resource forecasting and planning
• Monitor and report project health status
• Liaise with vendors, customer technical teams, and interfacing application teams to ensure smooth BAU support operations
• Provide effective customer communication including timely service delivery reports
• Identify opportunities for expansion or improvement of services and liaise with Account Managers
• Participate in pre-sales activities
• Delegate tasks effectively with clear and specific instructions
• Plan, track, and monitor tasks assigned to team members
• Participate in leadership activities and provide performance feedback and coaching
• Monitor and improve team performance through leadership and performance management

• Degree in Information Systems, Computer Science, or equivalent
• Around 10 years IT project management experience
• Strong knowledge of process improvement methodologies and tools
• Understanding of software development lifecycle (SDLC)
• Proficient in written and spoken English
• Willingness to travel as required
• Self-motivated with positive can-do attitude and creativity
• Strong presentation, communication, and negotiation skills
• Effective interpersonal skills with persuasive techniques
• Ability to lead, develop, and maintain respectful and trusting relationships
• Strong leadership, coaching, and performance management skills