Svc Delivery Mgr, Svc(IMS) Ldrship

Singapore
Permanent
Full-time

1 day ago

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.The role of SDM in the project is to ensure that the project is delivered on time, to budget and to the required quality standard (within agreed specifications). He/she ensures the project is effectively resourced and manages relationships with a wide range of groups (including all project contributors). The SDE is also responsible for managing the work of consultants, allocating and utilizing resources in an efficient manner and maintaining a co-operative, motivated and successful team.
What will you do?Service Delivery Management

To ensure that services are delivered within the contractual obligations. To identify performance issues and take ownership for the development, implementation and communication of service improvement plans
Develop and implement appropriate service improvement plan for any major service issues in conjunction with the service delivery owners
Track and report on SLAs to meet contractual obligations. Where appropriate SLA’s are renegotiated to meet either the client or NCS’s requirements
Ensure reports are compiled and completed within the SLA’s and reviewed in the Service Review Meetings.
Develop, manage and maintain each of the client contracts. SLA’s, schedules and cost are updated as appropriate over the lifetime of the contract
Resolve and manage escalations in line with the client/NCS’s expectations. The appropriate business unit managers are involved and incident reports are provided on a timely manner.
Gain awareness of key account influencers and recommend appropriate strategies to ensure effective relationships are held at all levels within the client environment
Contract Management - Develop, manage and maintain the client contracts in conjunction with other key stakeholders within NCS to ensure integrity, accuracy and up-to-date status of contracts based on supported inventory

Operations Management

Manage, oversee, and control the efficiency of Service Portal operations, and to communicate the relevant SLAs, processes, and procedures.
Perform Trend Analysis on incident and problem records including alerts and alarms from the Monitoring System and recommend on corrective and preventive actions.
Perform impact analysis to determine the severity level of an incident or problem, lead investigation and diagnosis to identify the root cause, review possible workarounds or resolutions and bring them to a satisfactory closure.
Perform escalation to Vendor on the incident or problem, if required and track the response.
Identify, isolate, resolve, escalate and close incident/problem ticket according to all Incident/Problem Management Process.
Perform daily system health check.
Generate operation reports.
Submission of reports.

The ideal candidate should possess:

At least 3-5 years of relevant experience in IT Infrastructure Support
Minimally ITIL Foundation
Good customer relationship management experience
Excellent written, oral and presentation skills
Degree / Diploma in a relevant field

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.

Singtel

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