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#EG Service Delivery Executive (Infra- EUC Centric)
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Full-time
professional certificate
Posted 53d ago
~40 hrs/week
Responsibilities
Manage day-to-day operational support and act as the primary point of contact to ensure customer satisfaction and service value. Lead and mentor a team of 50-60 Desktop Engineers while overseeing resource planning and operational excellence.
Requirements
Requires 2-3 years of experience as a Service Delivery or Customer Success Manager with strong coordination and problem-solving skills. ITIL Foundation Certification is preferred.
Full job description
Company Description
NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.
Job Description
The Service Delivery Executive is responsible for managing day to day operational support. Identifies a client’s needs and oversees the delivery of the services.
Customer focused – Manage customer expectations and build strong partnership:
Act as a single point of contact for all support related queries and issues.
Build executive-level relationships with clients to ensure long term success and act as an escalation point for complex customer issue.
Be passionate about customer satisfaction and continuous service delivery improvements.
Work with customers to ensure they are leveraging services effectively and finding value in our services
Assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided
Communication and Stakeholder engagement
Possess strong interpersonal skills, which enables them to communicate with customer and team, give clear instructions and provide great customer service
Ensure that effective communication is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
Manage multiple stakeholders. Work closely with sales, support, billing and other technical teams
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
Review with support team to ensure that all support tasks and deliverables meet quality and service levels
Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operations
Notify/escalate critical issues or variations to leads or management
Staff Management:
Act as the direct reporting manager to a team of 50–60 Desktop Engineers.
Lead, mentor and develop team members, fostering a culture of accountability, collaboration and continuous improvements.
Oversee resource forecasting and workforce planning to ensure seamless and uninterrupted service delivery.
Monitor and evaluate individual Desktop Engineer KPIs, ensuring targets are met, delivering coaching where required, and managing Performance Improvement Plans (PIP) when necessary.
Manage and approve leave applications and ensure timely and accurate submission of timesheets for all Desktop Engineers.
Ensure strict adherence to established processes and procedures.
Conduct training sessions for engineers and team members, mentor junior team members to promote skill development.
Delegate tasks effectively by providing clear and specific instructions and goals, plan, track and monitor tasks assigned to team members.
Teamwork and Collaboration
Collaborate, problem solve, and/or strategize upcoming client meetings with team members
Collaborate with internal stakeholders to establish relationship across all departments
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Operational Excellence & Service Management
Track and follow up on incident investigations, root cause analysis (RCA) and closure to ensure incidents reported are tracked and resolved till closure.
Help document SOPs, work instructions and service management processes to ensure knowledge retention and operational consistency.
Analyse customer data and feedback for service improvement and identify upsell opportunities
Prepare and provide operational reports, dashboards and status updates to stakeholders.
End-to-End Follow-Up and Closure Management
Ensure end-to-end ownership and follow-up of all customer-related actions, issues, and service requests through to full closure.
Track progress against agreed timelines, proactively drive actions, chase updates, and manage dependencies to prevent delays.
Maintain clear visibility of all open items, ensuring no gaps in communication or execution.
Identify and escalate risks or blockers early to relevant stakeholders to ensure timely resolution.
Validate resolution with customers and stakeholders, securing formal closure and satisfaction confirmation.
Ensure proper documentation of outcomes, root causes, and lessons learned to support continuous service improvement.
Qualifications
Requirements
2-3 years as a Service Delivery Manager/Customer Success Manager
Good customer management experience
Excellent written, oral and presentation skills
Strong coordination and problem-solving skills with a customer service mindset.
Preferred Attributes
Professional approach with strong customer relationship focus
Professional and/or Technical Certifications
ITIL Foundation Certification (Preferred)
Additional Information
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 .
Department: Others
Related keywords
AI Tech ServicesCustomer SuccessService DeliverySLAKPIITIL FoundationDesktop EngineeringRoot Cause AnalysisBAU SupportStakeholder EngagementResource ForecastingPerformance Improvement PlanSOPIncident ManagementDigital Resilience
NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group. For more information, visit ncs.co.
Offices: Singapore, 5 Ang Mo Kio Street 62, NCS Hub, Singapore, 569141, SG · Hong Kong, 21/F 1063 King’s Road, Quarry Bay Hong Kong, Hong Kong, Quarry Bay, HK · Shanghai, 10F, No.2 Building, 51 Zhengxue Road, Yangpu District Shanghai 200433, China, Shanghai, 200433, CN · Sydney, Optus Centre Sydney, 1 Lyonpark Road, Macquarie Park NSW 2113, Australia, Sydney, NSW 2113, AU · Beijing, Room 406, Hyundai Motor Tower, No. 38 Xiao Yun Road, Chaoyang District Beijing 100096, China, Beijing, 100096, CN
Business Application ServicesCommunications EngineeringICT Professional ServicesDigitalInfrastructure ServicesCloudTechnologyProductsPlatformsConsulting
How many Customer Service & Support jobs are open in Singapore, Singapore right now?
There are currently 1,501 open customer service & support positions in Singapore, Singapore listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Singapore, Singapore?
Companies currently hiring include Marina Bay Sands, Accor, Hilton, NCS Group, UOB, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Singapore, Singapore?
Yes — 236 of the 1501 open customer service & support positions offer remote or hybrid work (34 remote, 202 hybrid).
How do I apply for Customer Service & Support jobs in Singapore, Singapore?
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