Lead Service Delivery Manager, End User Computing (EUC)

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.

As a Service Delivery Manager, you will be responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements. Activities include ensuring that the team conduct health check, conduct application monitoring, 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.  You will also assist the Senior Managers to train and guide junior team members.

What will you do? 

Project & Service 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

The ideal candidate should be/ possess: 

• Minimum 7 to 10 years of IT project management experience with experience managing large scale EUCD desktop teams supporting multiple locations.
• Preferably have managed a team of 500+ and above desktop engineers
• Preferably have managed across more than 10 locations in a single project
• 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.
• Ablility to lead, develop and maintain respectful and trusting relationship
• Proficiency in written and spoken English

• Preferably work with Government project before
• Ablility to travel to different customer sites locally as required

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.