Service Delivery Manager at NCS Australia

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

06 Oct, 26

Salary

0.0

Posted On

08 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Service Delivery, SLA Management, KPI Tracking, Resource Planning, Vendor Management, Stakeholder Communication, SDLC, Process Improvement, Team Leadership, Incident Management, Business Development

Industry

IT Services and IT Consulting

Description

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 Overview The Service Delivery Executive/ Manager is responsible for managing day to day support of large-scale maintenance projects meeting customer’s requirements and service level agreements. The activities include: • to ensure that the team conduct health check, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure • to assist the Program Manager to train and guide junior team members.The activities include: What will you do? Project Delivery Act as a focal point for all support related queries and issues Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer Review with support team to ensure that all support tasks and deliverables meet quality and service levels Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD) Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD) Review and approve service request/enhancement effort, schedules and risk plans Review and raise resource requirement Responsible for resource forecasting and planning Review, monitor and report project health status Customer/Vendor Management Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes Business Development Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity Be involved in pre-sale activities Team Management Delegate tasks effectively by providing clear and specific instructions and goals Plan, track and monitor the tasks assigned to the team leader/ members Participate in leadership activities and providing performance feedback and developmental coaching Monitor and improve team performance, providing leadership, coaching, and performance management Qualifications Typically 5 years IT project management experience Strong knowledge in process improvement methodologies and tools Understanding of Software Development Lifecycle (SDLC) Degree in Information Systems, Computer Science or equivalent Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques. Able to lead, develop and maintain respectful and trusting relationship Proficient in written and spoken English Able to travel as required 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 [email protected]. Department: Others

Responsibilities

Manage day-to-day support for large-scale maintenance projects, ensuring service level agreements and quality standards are met. Act as the primary focal point for support queries while overseeing resource planning and vendor management.