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.

Overview

The role is responsible for managing day-to-day support of medium-scale maintenance projects, ensuring alignment with customer requirements and service level agreements. The Sr. Service Delivery Manager will oversee health checks, application monitoring, incident resolution, and customer queries. The position also involves customer and vendor management, service reporting, business development, and leading team performance improvements.

Responsibilities

• Act as focal point for support-related queries and issues
• Review transition plans, milestones, and deliverables with customers and teams
• Ensure support tasks meet agreed quality and service levels
• Conduct regular SLA and KPI reviews to align services with customer expectations
• Escalate out-of-scope variations or critical issues to service delivery leadership
• Approve service requests, schedules, and risk plans
• Forecast and plan resource requirements for projects
• Monitor and report on project health status
• Liaise with vendors, technical teams, and interfacing leaders for smooth operations
• Provide regular service delivery reports to customers
• Identify opportunities for expanding or improving services delivered
• Support pre-sales activities in coordination with account managers
• Delegate and monitor tasks assigned to team members
• Provide coaching, leadership, and performance feedback
• Enhance team performance through leadership and mentoring

The Ideal Candidate Should Possess:

Qualifications & Experience

• Degree in Information Systems, Computer Science, or equivalent
• 5–7 years of IT project management experience
• Knowledge of process improvement methodologies and tools
• Understanding of Software Development Lifecycle (SDLC)
• Proficiency in English, both written and spoken

Skills & Certifications

• Mandatory: ITIL Service Management Certification.
• Preferred: PMP, CITPM.
• Strong in ITSM/ITIL disciplines: Change, Incident, Problem, Release Management, and CMDB.
• Excellent leadership, mentoring, and team development capabilities.
• Excellent stakeholder communication, service orientation, and analytical skills.

Our Culture

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity. We value our clients, grow our people, and create a meaningful future through technology. Join us in making the extraordinary happen.

Together, we make the extraordinary happen. 

Learn more about us at ncs.co and visit our LinkedIn career site.

Top of Form

Bottom of Form