Senior Service Delivery Manager
Company 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 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
We are searching for a Senior Service Delivery Manager to be part of our diverse team of talent here at NCS!
Job Description
Job Summary
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.
The Operations Manager is responsible for overseeing and coordinating service delivery under the contract, ensuring operational excellence, compliance, and adherence to SLAs. The role provides technical leadership, drives service quality, and ensures that infrastructure operations are managed efficiently, securely, and reliably.
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
- Manage server, network, and systems operations in accordance with customer requirements, covering configuration, provisioning, security hardening, performance monitoring, optimization, patching, incident management, documentation, and backup/recovery compliance.
- Oversee daily operations, ensuring continuous monitoring of systems and infrastructure.
- Lead and mentor the operations team, fostering continuous improvement.
- Oversee security and vulnerability management, providing timely reports.
- Ensure compliance with customer requirements, IM8, security policies and system access controls.
- Provide regular updates, operational insights, and escalation support (e.g., Monthly Meeting and Reports, during incidents, changes, or upgrades).
- Support audit requirements by ensuring proper logging, monitoring, and adherence to contract specifications.
- Apply ITIL best practices for incident, change, and problem management.
- Maintain accurate asset documentation and inventories. Conduct yearly asset verification and sighting exercise.
- Coordinate and participate in committee and working group meetings, submit meeting minutes within five working days, and report SLA risks together with recommended mitigation measures.
Qualifications
Essential Qualifications- Minimum 10 years of experience in IT infrastructure operations and management, familiar with security best practices.
- ITIL V4 certification.
- In-depth knowledge of IT infrastructure, networking, and maintenance strategies with strong knowledge of compliance frameworks, and risk management.
- Excellent project management, organizational, analytical, problem-solving, and communication skills.
- Strong leadership and mentoring abilities
- Positive, can-do attitude with strong interpersonal skills
- Effective communication, presentation, and negotiation skills
- Creative and proactive approach to problem-solving
Additional Information
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.
Scam Alert
We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.
Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings.When in doubt, verify the sender’s identity by contacting us at [email protected].