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 Service Delivery Manager (EUSS) supports the day-to-day operations of the EUSS maintenance environment. The role ensures smooth delivery of services by coordinating with support teams, monitoring incidents, ensuring timely resolution, and maintaining service quality in alignment with SLAs and customer expectations.

The incumbent works closely with senior managers, provides operational support to team members, tracks service performance, and assists in planning and reporting activities for EUSS operations.

Responsibilities 

Service Management & Operations

• Serve as the primary coordinator for EUSS operational support activities.
• Monitor service performance and ensure incidents, service requests and queries are addressed within SLA.
• Escalate major or recurring issues to the Lead/Program Manager.
• Support health checks, application monitoring and BAU service activities.
• Track and follow up on incident investigations, root cause analysis (RCA) and closure.
• Assist in reviewing service level performance, KPIs and gaps.

Planning, Coordination & Reporting

• Coordinate with customer teams, vendors and internal support groups to ensure seamless daily operations.
• Support preparation of operational reports, dashboards and status updates for stakeholders.
• Assist in the review and scheduling of enhancements, changes, and maintenance tasks.
• Help document SOPs, work instructions and service management processes.

Project Support

• Support short-term maintenance activities and technology refresh efforts under the guidance of the Lead/Program Manager.
• Provide inputs for resource planning and forecasting based on operational needs.

Team Support

• Assist senior managers in guiding junior engineers on operational tasks and standards.
• Coordinate task assignments, follow up on deliverables, and ensure quality of service outputs.
• Promote service excellence and process discipline within the team.

The ideal candidate should possess:

• 4–6 years’ experience in IT operations, service management or support environments.
• Experience supporting EUCD / desktop / end-user services in medium to large environments.
• Good understanding of incident, change and problem management processes.
• Knowledge of Project Management Life Cycle (SDLC).
• Diploma/Degree in Information Systems, Computer Science or related field.
• Good communication skills (written and spoken).
• Strong coordination and problem-solving skills.
• Positive attitude with a customer-service mindset.
• Able to work independently and collaboratively with cross-functional teams.
• Good stakeholder communication and relationship-building capabilities.
• Experience supporting government sector projects is an advantage.
• ITIL Foundation certification (preferred)

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.