Senior Service Delivery Manager

Company Description

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Description

Job Summary

We are seeking a Senior Service Delivery Manager to lead the delivery of medium-scale infrastructure cloud solutions and maintenance projects. This role balances strategic Day 1 transformation initiatives (50%) with operational Day 2 support excellence (50%), focusing on infrastructure cloud solutions including system upgrades and technology refresh projects. You will ensure seamless service delivery aligned with customer requirements and service level agreements while driving continuous improvement and business growth.

What You'll Do

Service Delivery & Customer Management

Act as the primary focal point for support-related queries and issues across infrastructure cloud environments

Review transition plans, milestones, and deliverables with clients and teams

Ensure support tasks consistently meet agreed quality standards and service levels

Conduct regular SLA and KPI reviews to align services with client expectations

Escalate out-of-scope variations or critical issues to service delivery leadership

Provide regular, transparent service delivery reports to clients

Infrastructure Cloud Solutions (Day 1 Focus – 50%)

Lead infrastructure cloud solution initiatives including system upgrades and technology refresh projects

Drive modernisation and transformation efforts in collaboration with technical teams

Identify and implement opportunities to enhance infrastructure capabilities

Support pre-sales activities in coordination with account managers

Contribute to solution design and service improvement proposals

Operational Excellence (Day 2 Focus – 50%)

Oversee health checks, application monitoring, and incident resolution

Approve service requests, schedules, and risk mitigation plans

Forecast and plan resource requirements for ongoing projects

Monitor and report on project health status

Liaise with partners, technical teams, and interfacing leaders to ensure smooth operations

Team Leadership & Development

Delegate and monitor tasks assigned to team members

Provide coaching, leadership, and constructive performance feedback

Enhance team performance through mentoring and capability building

Foster a collaborative, high-performing team culture

Qualifications

Essential Qualifications

Degree in Information Systems, Computer Science, or equivalent

7–10 years of IT project management experience, with demonstrated expertise in infrastructure services

Knowledge of process improvement methodologies and tools

Proficiency in English, both written and spoken

Professional Certifications

ITIL Foundation certification (required)

Preferred Attributes

Strong leadership and mentoring abilities

Positive, can-do attitude with excellent interpersonal skills

Effective communication, presentation, and negotiation skills

Creative and proactive approach to problem-solving

Experience with infrastructure cloud platforms and technology refresh initiatives

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

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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 reachus@ncs.com.sg.