Lead Service Delivery Manager (EUCD)

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 Lead Service Delivery Manager, Service Leadership, you will lead a large team of Service Desk Agents to exceed SLAs stated in the contract. You will collaborate with EUC and System teams to manage customer expectations and concerns. You will ensure alignment and seamless integration across service teams including EUC, Asset, System, Customer Service, and Data Analyst teams, while meeting contractual obligations and driving continuous improvement.

What will you do?

• Manage and supervise IT Service Desk and EUC staff in the completion of projects and related support activities.
• Ensure development and training of staff on service management best practices and personal growth.
• Monitor performance metrics and work assignments to ensure adherence to quality, timelines, and end-user satisfaction, while promoting continual improvement.

• Oversee and ensure effective IT Service Desk Management (ITSM) using ITIL best practices.
• Lead and manage Incident, Problem, Change Management, and ensure continual reduction of reoccurring issues.
• Provide and review weekly problem analytics: type, subtype, volume, aging, root cause, trending.
• Develop and maintain standardized processes for IT Service Desk and EUC operations.
• Manage Client Device Management lifecycle including refresh, reliability, and standardization strategies.
• Lead IT Concierge Management to enhance employee-facing support services and personalized IT assistance.
• Establish and implement Patch Management schedules and compliance reporting to ensure systems remain secure and up to date.
• Develop and maintain a robust EUC Asset Management Program and maintain an accurate CMDB to prevent service loss.
• Ensure Software Asset Management and compliance to licensing terms.
• Lead ITSM Management including SLAs, CSAT tracking, reporting, and service level improvements.
• Build governance frameworks, post-mortems, delivery playbooks, and compliance to industry standards.
• Drive Customer Success Management programs to enhance end-user satisfaction and retention.
• Oversee Service Desk Management practices ensuring operational excellence and swift resolution of user issues.
• Manage Deskside Support Management teams for prompt onsite technical support resolution.

• Plan and manage internal resources, project delivery schedules, and vendor engagements.
• Troubleshoot emergency Service Desk and EUC issues with cross-functional teams and update runbooks.
• Ensure robust ticketing system workflows, communication standards, and knowledge base articles.
• Actively collect user feedback and incorporate improvements to enhance Customer Management experience.
• Drive Business Analysis Management to identify service trends and improvement areas with data insights.

• Collaborate with infrastructure, applications, cybersecurity, and vendor teams for holistic service delivery.
• Onboard new technical knowledge into the team and ensure structured handovers with partners and vendors.

The Ideal Candidate Should Possess:

• Degree or higher in relevant field.
• 7–10 years of IT experience, with strong grounding in service delivery and support.
• Demonstrated experience managing large, cross-functional IT teams.
• Deep knowledge of ITIL-based service delivery and performance optimization.
• Background in customer engagement, problem management, and operational governance.

• 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.
• Proficient in Client Device, Deskside, Asset, Patch, and IT Concierge Management.
• Excellent stakeholder communication, service orientation, and analytical skills.

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.