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Lead IT Service Delivery Manager (Pre-sales)

Date: 19-Feb-2021

Location: Singapore, Singapore

Company: Singtel Group

OVERVIEW

The Lead Service Delivery Manager ensures quality delivery of projects for strategic global accounts. He/She partners the Account Manager and Lines of Business (LOBs) across the organization to bring together NCS’s offerings from application, infrastructure, communication engineering and thought leadership to solve the client’s most critical business needs in relation to delivery issues. He/she acts as the single point of contact for the client on all project and service delivery matters.

 

Beyond project delivery responsibilities, the Lead Service Delivery Manager is also expected to actively engage our clients to ideate and shape solutions during the pre-sales stage, develop digital transformation roadmaps and implementation plans, whilst creating growth opportunities within the global accounts based on NCS’s core capabilities.

 

Responsibilities

  • Integrate the different Lines of Business (LOBs) on technical solutioning and project delivery for clients in order to drive profitable revenue, quality and customer satisfaction targets.
  • Accountable for the delivery services of the client’s account and will need to be involved in the delivery of the programs he/she is responsible for.
  • Establish responsive business relationship with customers including problem reporting, escalation and resolution processes. Support interventions on projects where solution quality or progress has become an issue.
  • Manage risk and the impact of customer change requests, hence identifying all the downstream implications to services, timelines and costs.
  • Build and maintain strong partner relationships with key vendors and contractors to serve the clients requirements.
  • Developing and communicating delivery status and performance reports.
  • Provide technical expertise and consultation to clients on NCS’s offering during the pre-tender, tender or trial stages to help in winning new contracts.
  • Proactively identify opportunities for further expansion or improvement of services delivered to the customer and partner with the Account Manager for development of that opportunity.
  • Analyse tender / client specifications or requirements and manage the plan for multiple solution workstreams.
  • Coordinate and prepare solution deliverables (e.g., bill of material, costs, risk and proposal) that are subject to internal solution governance and review processes.

 

Ideal candidate should have/ possess

  • Degree in Computer Sciences, Engineering, Information Technology or related discipline
  • 10 - 15 years of experience within ICT services, including 8 years of project management and solutioning experience.
  • Ability to articulate complex technical concepts to a wide audience.
  • Experience in integration, development and deployment of large-scale, multi-platform, multi-vendor information systems.
  • Program and project management experience across multi-functional teams, this includes project scope & financials management, resource management, scheduling, QA, etc.
  • Highly analytical and able to manage complex solutions.
  • Strong communication and presentation skills, customer-service orientation, collaboration and teaming experience
  • Excellent relationship and stakeholder management skills
  • Certifications in PMP and ITIL would be preferred.