Service Delivery Mgr, Service Leadership

Date: 14 May 2024

Location: Singapore, Singapore

Company: Singtel Group

Are you looking for value adding and impactful work?  
Do you want to make a difference with your expertise?  
With us, you’ll be able to make it happen.   
NCS is the leading technology services firm, operating across Asia Pacific in over 20 cities, providing services and solutions in consulting, digital services, technology, and more.  
We believe in utilizing the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities, and partners. Our diverse 12,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region. 

What we do:
We drive our passion for harnessing technology. 
We advance communities and transform industries. 
We are seeking an experienced and highly skilled Service Delivery Manager
What we seek to accomplish together: 
• Respnsible for day to day operations of the project and reporting to the Project Director
• Driving the efficiency and effectiveness of the incident management process 
• Producing management information, including SLA / KPIs and reports 
• Understanding and implement contract term and conditions while meeting contract SLA / KPI
• Assist in tender response and quotation. 
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Deploy Change Request and Service Request in timely manner through proper Change Management processes.
• Managing contract Profit and Loss and finance reporting to management. 
• Developing and maintaining the incident management system complying to ISO20K
• Driving, developing, managing, and maintaining the major incident process and associated procedures 
• Reviewing and auditing the process 
• Ensuring that L1 and L2 engineer follow the incident management process for every incident

A little about you

• Bachelor’s degree in engineering, Computer Science, Information Technology, or a related field.
• 5 years of experience working in a pre-sales capacity related to Engineering/IT 
• Set and manage expectations with senior stakeholders and team members 
• Excellent communication and presentation skills with the ability to present to a variety of external audiences, including being able to interact with senior executives 
• History of creating rapport with customers, from line technicians to line and mid-level managers 
• Sectorial knowledge like Singapore Government, Transport and Financial is a plus 

About NCS Group 
We want to create the extraordinary, and to impact millions of people every day.  
We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services.  
We want to invest in you!  
Great work is never done alone, and that’s why we also believe in creating a collaborative work environment to bring people with different expertise and talent together.  
We create opportunities for our people to grow in our organization with well-defined career tracks and specializations to ensure that our people and talent can continuously deliver new value for our clients.  
We’re here to make the extraordinary happen.