Service Delivery Manager, Service Leadership
Service Delivery Manager, Service Leadership
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Job Description
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 13000 has delivered large-scale mission-critical and multi-platform projects for governments and enterprises in Singapore and the APAC region.
The Service Delivery Manager is responsible for managing day to day support of medium scale maintenance projects meeting customers requirements and Service Level Agreements.
Responsibilities:
- 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.
Project 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 / Delivery Lead (DL)
- Notify/escalate critical issues or variations to service levels to Program Director / Delivery Lead (DL)
- 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
- More than 5years of IT/ Engineering project management experienc
- Experience in the development implementation and support of engineering/ information technology projects in a range of organizations
- Degree in Engineering Computer Science or equivalentSelf-motivated with a positive can-do attitude creative with excellent presentation communication negotiation and interpersonal skills including strong persuasive techniques
- Able to lead develop and maintain respectful and trusting relationshi
- Able to travel as and when required
- Proven track record in assuming overall responsibilities and managing medium-scale projects
We are driven by our AEIOU beliefsAdventure Excellence Integrity Ownership and Unityand 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 and visit our LinkedIn career site.
Required Experience:
Manager
Employment Type
Full-Time
