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.
- 2-3 years as a Service Delivery Manager/Customer Success Manager
- Good customer management experience
- Excellent written, oral and presentation skills
- Certification in IT Service Management and/or ITIL (v4 or above)
- Strong coordination and problem-solving skills with a customer service mindset.
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
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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/ @ncs.co and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at [email protected].