Lead Svc Delivery Mgr, Svc(IMS) Ldrship - Singapore - NCS Hong Kong and Singapore

    NCS Hong Kong and Singapore
    NCS Hong Kong and Singapore Singapore

    22 hours ago

    Full time
    Description

    Key Responsibilities

    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

    • Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
    • Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes

    Business Development

    • Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
    • Be involved in pre-sale activities

    Team Management 

    • Delegate tasks effectively by providing clear and specific instructions and goals
    •  Plan, track and monitor the tasks assigned to the team leader/ members
    • Participate in leadership activities and providing performance feedback and developmental coaching
    • Monitor and improve team performance, providing leadership, coaching, and performance management

    The ideal candidate should possess:

    • At least 5 -10 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 
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