Lead Svc Delivery Mgr, Svc(IMS) Ldrship

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 14,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Overview

The Lead Service Delivery Manager is responsible for managing end-to-end service delivery to ensure critical service levels and key measurements are consistently achieved. The role requires strong client engagement, operational oversight, and leadership of large technical teams supporting complex infrastructure environments.

The role involves planning and executing infrastructure operations and projects, managing incidents and changes, and ensuring adherence to established processes. The incumbent will operate in a fast-paced, high-pressure environment, providing senior-level technical and managerial leadership

What will you do?  

• Manage service performance to meet critical service levels and key measurements
• Engage clients and third parties to ensure smooth and consistent service delivery
• Communicate technical and business issues clearly to technical and non-technical stakeholders
• Proactively engage clients and provide timely responses and service updates
• Prepare and deliver service performance reports according to agreed schedules
• Oversee and control efficiency of infrastructure operations
• Plan and execute infrastructure operations and new infrastructure projects
• Lead, supervise, and mentor engineers supporting systems, platforms, and HPC infrastructure
• Manage operational task assignments including incidents, problems, changes, and service requests
• Ensure compliance with all operational processes and procedures
• Conduct employee performance reviews and career development planning
• Lead troubleshooting for complex environments to resolve system and platform issues
• Perform root cause analysis for infrastructure failures and recurring issues
• Manage changes, patches, and configurations for infrastructure operations
• Manage major incidents and ensure resolution within agreed service levels
• Provide Tier 2 and Tier 3 technical support with 24x7 standby coverage

The ideal candidate should possess: 

Essential Qualifications

• Degree in IT or relevant discipline
• Minimum 12 years IT outsourcing service delivery experience
• At least 8 years people management experience leading large teams
• Experience managing enterprise-scale IT outsourcing environments
• Proven ability to operate in complex and fast-paced environments 

Preferred Attributes

• Experience managing servers, storage, virtualisation, and cloud services
• Experience supporting container platforms including Kubernetes
• Experience supporting Java, .Net, Peoplesoft, and SAP Basis platforms
• Experience managing IT workplace services
• Experience managing network and security services
• Strong people management, presentation, and communication skills
• Strong client management experience
• Innovative and out-of-the-box thinking capability
• Strong technical inclination
• Ability to work under high stress and outside standard business hours

Professional and/or Technical Certifications

• PMI Project Management Professional (PMP)

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.