Delivery Lead (Managed Services)

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.What will you do?Project ManagementGather, analyse, and document business and user requirements to ensure alignment with IT strategies and organizational goals.Develop comprehensive project, risk, and milestone plans in collaboration with stakeholders and technical teams.Define and manage project scope, resources, budgets, and change control processes to maintain project integrity.Oversee project execution, monitor timelines and dependencies, manage incidents, changes, escalations, and vendors to ensure on-time, within-scope delivery.Track service levels, report progress, implement corrective actions, and review documentation for quality and compliance with customer requirements.Service Delivery ManagementOversee the delivery of ICT management services by leading teams, reviewing and endorsing service management plans, and ensuring site-specific policies and procedures are up to date.Drive the overall service management program, ensuring compliance and continuous improvement.Supervise daily support, maintenance, incident resolution, change management, and scheduled activities such as preventive maintenance and disaster recovery.Conduct regular service management review meetings and ensure ongoing relevance and improvement of plans and procedures.Maintain high service level commitments and client satisfaction by ensuring operational processes align with defined policies and compliance standards.Ensure all team members are trained on processes and procedures for consistent and effective service delivery.Regularly review service performance to identify and implement improvements.Team LeadershipLead and inspire a mature, long-tenured workforce, mobilizing resources across service organizations to deliver the project smoothly.Delegate tasks effectively by providing clear and specific instructions and goalsEnsure key roles, such as architects, are engaged from project initiation.Foster a positive team environment and ensure all members are trained in NCS methodologies.Participate in leadership activities and providing performance feedback and developmental coachingBusiness Acumen & Executive MaturityOversee monthly financial reporting, including accurate manpower forecasting through the project’s lifecycle.Ensure all chargeable work is properly documented, approved by the client, and billed.Monitor and resolve urgent service requests, change requests, and outstanding unbilled revenue, escalating issues as needed.Lead negotiations on project scope changes and minimize unfavorable contract terms.Leverage deep understanding of project contracts for effective positioning and negotiation in future engagements.Account ManagementManage the managed services account, ensuring the right mix of services to meet client needs.Oversee the full lifecycle of all services, from proposal to retirement, ensuring portfolio alignment with client requirements.Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s), Service Delivery Director for development of that opportunity. Be involved in pre-sale activities.Governance, Risk and Compliances ManagementOversee both classified and non-classified environments, ensuring compliance with regulatory and industry best practices.Ensure secure storage and regular audits of sensitive information, and manage access, onboarding/offboarding, data masking, encryption, and business impact analysis.Conduct regular security briefings for all project members, including sub-contractors, as required by client security protocols.The ideal candidate should possess:Minimally 12 years of IT Service Delivery/Project management experienceGood understanding and knowledge of ITILv4/ISO 20000 standards and procedures specific to Change, Configuration, Release, Problem and Incident Management.Able to lead, develop and maintain respectful and trusting relationshipDemonstrates good communication and listening skills.Self-motivated with a positive “can-do” attitude, creative with excellent presentation, negotiation and interpersonal skills including strong persuasive techniques.Result-oriented with strong problem-solving skill, meticulous, proactive and resourceful.Able to collaborate and influence internal and external partners/stakeholders.Due to government project sensitivity, we will only consider Singapore CitizenWe 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.