Service Delivery Manager (Govt Project)

Date: 2026-07-08

Location: Singapore, , Singapore

Company: NCS

Job Requisition ID: RQ26-01093-2-1

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

We are seeking an experienced Service Delivery Manager to support the Immigration & Checkpoints Authority (ICA) Application and Technology Facilities Management (ATFM) operations. This role serves as the primary coordinator for operational support activities, ensuring seamless service delivery and maintaining strong relationships with our client and partners.

Key Responsibilities

Service Delivery & Operations Management

Serve as the primary focal point for all ICA ATFM operational support activities, queries and issues

Monitor service performance and ensure incidents, service requests and queries are addressed within agreed Service Level Agreements (SLAs)

Support health checks, application monitoring and Business As Usual (BAU) service activities

Track and follow up on incident investigations, root cause analysis (RCA) and closure

Escalate major, critical or recurring issues to the Lead/Program Manager or Service Delivery Director

Coordinate with customer teams, partners and internal support groups to ensure seamless daily operations

Performance Monitoring & Reporting

Assist in reviewing service level performance against SLAs and Key Performance Indicators (KPIs)

Identify gaps and proactively recommend improvements

Support preparation of operational reports, dashboards and status updates for stakeholders

Ensure effective and timely communication on services delivered to the client

Change & Enhancement Management

Assist in the review and scheduling of enhancements, changes and maintenance tasks

Support short-term maintenance activities and technology refresh efforts under the guidance of the Lead/Program Manager

Review transition plans and enhancement milestones in consultation with support teams and clients

Process & Documentation

Help document Standard Operating Procedures (SOPs), work instructions and service management processes

Promote service excellence and process discipline within the team

Ensure all support tasks and deliverables meet quality and service standards

Resource & Team Coordination

Provide inputs for resource planning and forecasting based on operational needs

Coordinate task assignments, follow up on deliverables and ensure quality of service outputs

Assist senior managers in guiding junior engineers on operational tasks and standards

Delegate tasks effectively with clear goals and instructions

Stakeholder Management

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

Build and maintain strong working relationships with all stakeholders

Support business development by identifying opportunities for service expansion or improvement

Qualifications

Essential Qualifications & Experience

Diploma or Degree in Information Technology, Computer Science, Engineering or related field

Minimum 3-5 years of experience in service delivery, application support or IT operations management

Experience working with government agencies or public sector clients is highly advantageous

Proven track record in managing SLAs, KPIs and operational performance metrics

Technical Skills

Strong understanding of ITIL service management frameworks and best practices

Experience with incident management, problem management and change management processes

Familiarity with application monitoring tools and service management platforms

Knowledge of root cause analysis (RCA) methodologies

Soft Skills & Competencies

Excellent communication and stakeholder management skills

Strong coordination and organizational abilities

Ability to work under pressure and manage multiple priorities

Proactive problem-solving mindset with attention to detail

Team player with the ability to work collaboratively across functions

Customer-focused with a commitment to service excellence

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.

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 reachus@ncs.com.sg.