Lead Service Delivery Manager

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.

The Lead Service Delivery Manager is responsible for a portfolio of IT application managed services engagements, ensuring Operations & Support services are delivered with quality, within scope, and on time, while conforming to processes and standards that meet customer requirements.

What will you do?

Service Delivery

• Oversee end-to-end delivery of Service Contracts, including client engagement, managing stakeholder expectations, and delivering on contractual outcomes.
• Own delivery schedules, quality, budgets, manpower, communications, and risk management.
• Drive delivery excellence and continuous service improvements.
• Manage commercial issues and resolve disputes impacting scope, schedule, or cost.
• Address technical issues arising from integration of project components such as hardware, software installation, testing, business process review/redesign, application development, system migration, and data conversion.
• Monitor and report on project management progress.
• Manage resource mobilisation and offboarding to maximise productivity and minimise wastage.
• Take ownership of project financials.

Stakeholder Management

• Manage contracts and subcontractors.
• Engage stakeholders effectively in project decisions and execution.
• Build long-term customer relationships by anticipating and exceeding expectations.
• Negotiate with customers on change control mechanisms to meet schedules and prioritise changes based on business needs.

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to customers, liaising with Account Managers for development.
• Support pre-sales activities.

People and Growth

• Monitor and improve team team building, and provide leadership, coaching, and performance management.
• Provide performance feedback and developmental coaching.
• Identify and grow talents from within the team.

The ideal candidate should possess:

• Degree in Information Systems, Computer Science, or equivalent.
• More than 10 years of IT service delivery management experience.
• Experience in project managing and successfully implementing at least 3 projects for government agencies, each with a total contract value of more than $10 million, is a bonus.
• ITIL Foundation certified.
• Self-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 relationships.
• Proficient in written and spoken English.
• Knowledge and working experience in the administration of MINDEF National Service policies and processes is an added advantage.

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.