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

As a ServiceNow Service Delivery Manager, you are required to oversee the design, implementation, and ongoing delivery of ServiceNow-based services. This role will serve as a key liaison between internal stakeholders, IT teams, and external partners, ensuring effective service delivery, customer satisfaction, and continuous service improvement using the ServiceNow platform.

What will you do?

• Manage the end-to-end delivery of ServiceNow solutions, ensuring alignment with business objectives.
• Act as the primary point of contact for ServiceNow-related service delivery issues, escalations, and performance.
• Lead ServiceNow governance, including backlog prioritization, roadmap planning, and platform upgrades.
• Oversee implementation and operational support for ServiceNow modules such as ITSM, ITOM, HRSD, CSM, or SecOps.
• Collaborate with cross-functional teams (e.g., Service Desk, DevOps, Security) to ensure platform performance and effectiveness.
• Ensure SLAs, KPIs, and OLAs are consistently met, and lead service improvement initiatives when needed.
• Manage vendor relationships, licensing, and contracts related to ServiceNow.
• Maintain documentation, training, and support materials for ServiceNow users.
• Drive continuous improvement by analyzing platform performance and user feedback.
• Ensure compliance with IT governance and risk management standards.

The ideal candidate should possess:

• Diploma /Degree in Computer Science / Computer Engineering / Information Technology related field, or IT equivalent
• Minimum 7 years’ experience in IT
• Minimum 4 years’ experience with implementation and delivery of ServiceNow modules.
• Experience with ServiceNow App Engine, CMDB, or Discovery.
• Familiarity with low-code/no-code platforms.
• Good analytical and problem-solving skills
• Good people management skill
• Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
• Proficient in written and spoken English
• Able to work after office hours if required  

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.