Service Delivery Manager

NCS is a leading technology services firm that operates across the Asia Pacific region. We are seeking a Service Delivery Manager to manage day-to-day support of medium-scale maintenance projects, ensuring customer requirements and Service Level Agreements are met.

Requirements

• Act as focal point for all support-related queries and issues
• Review transition plans, enhancement milestones, and deliverables with support teams and customers
• Ensure support tasks and deliverables meet quality standards and service levels
• Conduct regular reviews of SLAs and KPIs to maintain alignment with customer expectations
• Escalate out-of-scope service variations to Program Director or Service Delivery Director
• Escalate critical issues or service level variations to Program Director or Service Delivery Director
• Review and approve service request or enhancement effort, schedules, and risk plans
• Raise and review resource requirements
• Perform resource forecasting and planning
• Monitor and report project health status
• Liaise with vendors, customer technical teams, and interfacing application teams to ensure smooth BAU support operations
• Provide effective customer communication including timely service delivery reports
• Identify opportunities for expansion or improvement of services and liaise with Account Managers
• Participate in pre-sales activities
• Delegate tasks effectively with clear and specific instructions
• Plan, track, and monitor tasks assigned to team members
• Participate in leadership activities and provide performance feedback and coaching
• Monitor and improve team performance through leadership and performance management