Svc Delivery Executive, Svc(IMS) Ldrship

NCS is the leading technology services firm that operates across the Asia Pacific region in over 20 countries, 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 12,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

We’re searching for a Service Delivery Executive to be part of our diverse team of talent here at NCS!

If you believe in going above and beyond, embodying excellence, and bringing people and technology together like never before, we would love to have a conversation with you!

What we seek to accomplish together:

The Service Delivery Executive is responsible for assisting the service delivery manager in managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements.

The activities include:

• To assist to ensure 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
• To assist the Senior Managers to train and guide junior team members.
• Asset management.

Project Delivery

• Assist in the team’s focal point for all support related queries and issues
• Assist in Reviewing 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
• Assist to 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 Service Delivery Manager
• Notify/escalate critical issues or variations to service levels to Service Delivery Manager
• Assist to review and approve service request/enhancement effort, schedules and risk plans
• Assist to review and raise resource requirement
• Assist to provide resource forecasting and planning
• Assist to Review, monitor and report project health status
• Responsible for timely and accurate submission of Asset Management list to client.

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

Team Management

• Plan, track and monitor the tasks assigned to the team members
• Participate in leadership activities and providing performance feedback and developmental coaching

A little about you:

• Lead and mentor a team of Engineers
• Responsible for resource forecasting and planning to ensure service delivery is not impacted
• Review and raise resource requirement to senior managers
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Collaborate with internal stakeholders to establish relationship across all departments

What you might also need to have:

• 2-3 years as a Service Delivery Executive /Manager/Customer Success Manager
• Good customer management experience
• Excellent written, oral and presentation skills
• Certification in IT Service Management and/or ITIL (v3 or above

As Asia’s leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders. We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment. Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future. 

We Grow our People, Value our Clients, and Create our Future.

We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all.

You can find out more about our Group’s sustainability focus to guide how you can contribute to our objectives at Sustainability Reports. 

About NCS Group

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. Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.

We’re here to make the extraordinary happen.

Find out more at ncs.co and our LinkedIn career site.
We handle all profiles with the highest level of confidentiality.