#EG Service Delivery Executive / Service Delivery Manager

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 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region. We are seeking an experienced Service Delivery Manager to lead our End User Computing (EUC) function. This role owns the end-to-end delivery of desktop engineering and support services, ensuring high availability, quality, and consistency of service across the organization. The successful candidate will manage a team of Ops Leads and engineers, drive operational governance, and act as the primary point of contact for stakeholders on all EUC service matters. Key Responsibilities Service Delivery & Operations Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management Monitor and manage SLAs, KPIs, and service quality metrics across the team Drive continuous improvement initiatives to enhance service efficiency and user experience Oversee incident and escalation management, ensuring timely resolution of high-priority issues People Management Manage, coach, and develop a team of EUC engineers Conduct performance reviews, manage performance improvement plans, and support career development Build a strong team culture centered on ownership, responsiveness, and service excellence Manage workforce planning, including timesheet approval, leave coordination, and resource allocation Stakeholder & Relationship Management Serve as the primary escalation point and relationship owner for business stakeholders Communicate service performance, risks, and improvement plans to leadership and stakeholders Manage vendor and third-party relationships (manpower agencies, hardware/software vendors) Handle sensitive or difficult conversations with professionalism and clarity Governance & Reporting Maintain service delivery governance frameworks, including KPI tracking and scorecards Prepare and present regular service reviews and reports to leadership Ensure compliance with IT policies, security standards, and audit requirements Manage asset and CMDB accuracy across the device fleet 4+ years in IT service delivery, desktop engineering, or EUC leadership roles Proven experience managing teams (direct or matrixed) in a support/operations environment Track record of managing SLAs, KPIs, and service governance frameworks Experience handling performance management, including difficult conversations and PIP processes Technical Knowledge Familiarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platforms Working knowledge of ITSM platforms (ServiceNow) Understanding of asset/lifecycle management and CMDB practices General awareness of device security, patching, and compliance standards Skills & Attributes Strong communication skills, with the ability to navigate difficult conversations confidently Demonstrated stakeholder and people management capability Ability to articulate and execute clear operational plans Analytical mindset with strong attention to detail in reporting and governance Comfortable operating in a fast-paced, service-driven environment What Success Looks Like Consistent achievement of SLA/KPI targets across the EUC team Strong stakeholder satisfaction and low escalation rates A well-developed, engaged, and high-performing team Clear, accurate, and timely service governance reporting Essential Qualifications • Degree in Information Systems, Computer Science, or equivalent • 4+ years of IT project management experience • Knowledge of process improvement methodologies and tools • Understanding of Software Development Lifecycle (SDLC) • Proficiency in English, both written and spoken Preferred Attributes • Strong leadership and mentoring abilities • Positive, can-do attitude with strong interpersonal skills • Effective communication, presentation, and negotiation skills • Creative and proactive approach to problem-solving Professional and/or Technical Certifications • ITIL V4 Foundation certification ADDITIONS Responsibilities | PROJECT-SPECIFIC • CAT 2 clearance 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.