What are the responsibilities and job description for the Senior / Service Delivery Manager position at NCS?
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.
As a Senior / Service Delivery Manager, you will be responsible formanaging day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements. This includes ensuring that the team conduct health check, conduct application monitoring, handle customer queries, investigate incidents reported, resolve the incidents and apply fixes and also to ensure that incidents reported are tracked and resolved till closure.
What will you do?
Project Delivery
- Act as a focal point for all support related queries and issues
- Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
- Review with support team to ensure that all support tasks and deliverables meet quality and service levels
- Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
- Notify / escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD)
- Notify / escalate critical issues or variations to service levels to Program Director / Service Delivery Director ( SDD)
- Review and approve service request / enhancement effort, schedules and risk plans
- Review and raise resource requirement
- Responsible for resource forecasting and planning
- Review, monitor and report project health status
Customer / Vendor Management
Business Development
The ideal candidate should possess :
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.
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