- Overall responsibility for people, finance and day-to-day Service Desk activities of project team(s)
- Accountable for meeting delivery targets, service excellence and operating with the Project financial model.
- Accountable for problem resolution, support growth opportunities, and achieving productivity improvement targets.
- Eye for details and will leverage metrics and reporting to identify opportunities for improvement, incident avoidance and call reduction.
- Refine and implement procedures, SLA, OLAs, work and resource plans as well as management reports all designed to deliver a high quality, but optimized customer focus service to our clients
- Lead, supervise and manage End User Services team to deliver desired services/outcomes
- Representing the End User Services team as the key point of contact / liaison to Service Delivery Manager(s)/Director(s)
- Provide leadership to ensure the various team members to work collaboratively across competencies within the project as well as the Subject Matter Experts (SME) in the Operations Towers, to deliver high quality solution, on schedule, on budget and meet all requirements
- Fully accountable for the quality, timely & customer satisfaction of the project service delivery objectives
- Ensure the project service delivery aligned with EDMS ITSM standards, and in accordance to the clients' policies.
- Work with Service Delivery Manager(s)/Director(s) to understand business/operational challenges and requirements to enhance the service delivery quality as part of the continuous service improvement (CSI) based on measurable performance metrics / KPIs
- Leads Operations Management activities:
- Service Desk, Desktop Management/Walk-In Tech Support & On-site Support, Event, Incident, Request Fulfilment, Problem, and User Access Management
- Change, Release, Deployment, Demand and Workload Implementation
- Maintaining a good visibility of project scope, acquainting team with consistent tools / systems
- Leads the adaptation of the End Users Services team towards new methods and tools for better operational management.
- Minimum 10 years Service Desk front and back-office experience with a min of 5 years' experience in management role. Proven track record of success in a highly matrix organizational environment.
- Strong technical competency with recognized professional certifications in either End User Services or Workplace Services
- Prior operational experience adopting ITIL best practices, advantageous if ITIL v4 certified
- Experience in Service Desk Policies, Procedures and Knowledge Mgt establishment ·
- Experience in Service Desk implementation
- IT savvy and good knowledge of the use of PBX, IVRS, CRM and ITSM tools and systems
- Technical certification such as CCNA/CCNP/CCIE or equivalent
- Be ITIL Foundation certified
- Familiar with ISO 9001 and ISO 27001
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IT Delivery Lead
Found in: Talent SG 2A C2 - 1 day ago
MANULIFE (SINGAPORE) PTE. LTD. SingaporeRoles & Responsibilities · About Manulife · Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and ...
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Delivery Lead
Found in: Talent SG 2A C2 - 13 hours ago
R SYSTEMS (SINGAPORE) PTE LIMITED SingaporeRoles & Responsibilities · Requirement · Execute Bancassurance digital delivery roadmap, manage and prioritize both strategic planning and tactical response · Assist business in strategic technical direction on Singapore Bancassurance digital roadmap · Lead discussions on digital ...
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Delivery Lead
Found in: Talent SG 2A C2 - 6 days ago
JALANDHAR SC PTE. LTD. SingaporeRoles & Responsibilities · Technical Lead - Software and applications Manager · Job Responsibilities · Mainframe Cards / Cobol Senior Developer and ability to plan mainframe infrastructure based on requirements · Hands on leader who can code and also test for CardLink Modules · P ...
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Delivery Lead
Found in: Talent SG 2A C2 - 6 days ago
BLUESG PTE. LTD. SingaporeRoles & ResponsibilitiesAlignment (facilitating required sessions to get requirements of the product. Getting functional details.) · Drive end to end delivery (Sprint = 2 weeks, every 2 weeks will deliver something. So this DL needs to plan what to implement/push out every sprint ...
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Engagement Delivery Lead
Found in: One Red Cent Asia eFC C2 - 1 day ago
Cognizant Singapore Full timeResponsibilities Lead the design and implementation of banking IT initiatives, driving efficiency and automation. · Manage program and project delivery, ensuring alignment with strategic goals. · Oversee product development lifecycle and provide technical assistance and IT supp ...
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Infra Delivery Lead
Found in: Talent SG C2 - 13 hours ago
Nityo Infotech Singapur, Singaporebanking operations in Singapore and overseas branches.Job Description:We are looking for Infrastructure Delivery Lead to manage the planning, building and implementation of inbound infrastructure build demand and ultimately responsible for building and provisioning Core infra, ap ...
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Engagement Delivery Lead
Found in: Talent SG C2 - 2 days ago
Cognizant Singapur, Singapore Full timeResponsibilities · Lead the design and implementation of banking IT initiatives, driving efficiency and automation. · Manage program and project delivery, ensuring alignment with strategic goals. · Oversee product development lifecycle and provide technical assistance and IT supp ...
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Technical Delivery Lead
Found in: Talent SG 2A C2 - 13 hours ago
STEENBOK PTE LTD SingaporeRoles & Responsibilities · Work location: Changi Business Park · Responsibilities · Collaborate with teams to meet project goals on time and within budget · Set up new environments with internal and Cloud Engineering teams · Ensure IT Security requirements are met before project ...
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Technical Delivery Lead
Found in: Talent SG 2A C2 - 4 days ago
TRINITY CONSULTING SERVICES PTE. LTD. SingaporeRoles & Responsibilities · Degree or Master in information technology, banking & finance · Minimum 4 years working experience in banking environment with AML application knowledge such as Watchlist Management (WLM), Customer Due Diligent (CDD) and Transaction Monitoring (TM) woul ...
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Technical Delivery Lead
Found in: Talent SG C2 - 6 days ago
Snaphunt Singapur, Singapore Full timeThe Offer · Work within a company with a solid track record of success · Work alongside & learn from best in class talent · Excellent career development opportunities · The Job · Responsibilities · Collaborate with teams to meet project goals on time and within budget · Set up ne ...
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Technical Delivery Lead
Found in: Talent SG C2 - 1 day ago
Steenbok Singapur, Singapore Full timeOver the years, it has cultivated a niche in interconnecting applications from mobile and web frontends to the traditional ERP systems through middleware. Today, its best value to the customer is its experience and ability in cross-application connectivity. · To date, its busines ...
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Techno-Functional Delivery Lead
Found in: One Red Cent Asia eFC C2 - 1 day ago
Mizuho Bank Singapore Full time· Company Profile · JOIN OUR DYNAMIC CORPORATE BANKING TECHNOLOGY TEAM AS A TECHNO-FUNCTIONAL DELIVERY LEAD, SPECIALIZING IN CASH MANAGEMENT, CASA AND LENDING. IN THIS ROLE, YOU WILL LEVERAGE YOUR EXPERTISE IN BOTH TECHNOLOGY AND FINANCE TO DESIGN, IMPLEMENT, AND OPTIMIZE TRANS ...
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Senior Scrum Delivery Lead
Found in: Talent SG C2 - 6 days ago
StarHub Singapur, SingaporeJob Purpose · As the Snr Manager of AGILE Delivery, the role owner is directly responsible for delivery of projects within the scrum verticals across the various lines of business. The role purpose is the catalyst of on time and in quality delivery all products and services acr ...
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Environment And Integration Delivery Lead
Found in: Talent SG C2 - 6 days ago
Nityo Infotech Singapur, SingaporeTeam: MTES · •Define End-to-End integrated Environment approach for Constellation ID&MY program streams · •Environment Planning, Assessment and approach for Constellation · •Define End-to-End integrated Environment approach for Constellation ID&MY program streams · •Orchestrate t ...
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Test Environment Delivery Lead
Found in: Talent SG C2 - 4 days ago
Nityo Infotech Singapur, SingaporeJob Description:Functionally reports to the Test Environment Management Lead under Group Infrastructure Platform Services, the Build engineer will be responsible to deliver Environment Planning, Assessment and Environment approach and readiness of test environments for projects i ...
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Techno-Functional Delivery Lead
Found in: Talent SG C2 - 5 days ago
EY Singapur, SingaporeThe opportunity · EY's consulting professionals bring a wealth of experience in working with major financial institutions to align their operating model and infrastructure to business strategy. We assemble the right multi-disciplinary teams, use consistent and proven global meth ...
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Service Desk Delivery Lead
Found in: Talent SG C2 - 1 day ago
NCS Group Singapur, SingaporeNCS is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,-strong team across 49 specialisations, NCS provides differentiated an ...
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Service Desk Delivery Lead
Found in: Talent SG C2 - 2 days ago
Singtel Group SingaporeNCS is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,000-strong team across 49 specialisations, NCS provides differentiated ...
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Service Desk Service Delivery Lead
Found in: Talent SG C2 - 13 hours ago
NCS Group Singapur, SingaporeWith us, you'll be able to make it happen. · NCS is a leading technology services firm, operating across Asia Pacific in over 20 cities, providing services and solutions in consulting, digital services, technology, and more. · We believe in utilizing the power of technology to ...
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Service Desk Service Delivery Lead
Found in: Talent SG C2 - 4 days ago
NCS Singapur, SingaporeAre you looking for value adding and impactful work? · Do you want to make a difference with your expertise? · With us, you'll be able to make it happen. · NCS is a leading technology services firm, operating across Asia Pacific in over 20 cities, providing services and solutio ...
Service Desk Delivery Lead - Singapore - NCS PTE. LTD.
Description
Roles & ResponsibilitiesAre you looking for value adding and impactful work?
Do you want to make a difference with your expertise?
With us, you'll be able to make it happen.
NCS is a leading technology services firm, operating across Asia Pacific in over 20 cities, providing services and solutions in consulting, digital services, technology, and more.
We believe in utilizing the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities, and partners. Our diverse 12,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
What we do
We drive our passion for harnessing technology.
We bring people and technology together.
We advance communities and transform industries.
We're searching for a Service Management Officer (Service Desk) to be part of our diverse team of talent here at NCS
If you believe in going above and beyond, want to exemplify the best, and wish to bring people and technology together like never before, then we would love to have a conversation with you
What we seek to accomplish together:
A little about you:
What you might also need to have:
As Asia's leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders. We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment. Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future.
We Grow our People, Value our Clients, and Create our Future.
We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all.
You can find out more about our Group's sustainability focus to guide how you can contribute to our objectives at Sustainability Reports.
About NCS Group
We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services. Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.
We're here to make the extraordinary happen.
Find out more at and our LinkedIn career site.
We handle all profiles with the highest level of confidentiality.
Tell employers what skills you haveLeadership
Service Management
ISO
Operations Management
ISO 27001
Productivity Improvement
ISO 9001
Service Desk
Customer Satisfaction
Customer Focus
Consulting
ITIL
Service Excellence
Project Delivery
Service Delivery
Adaptation
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