Service Delivery Manager (Govt Project)

We are seeking an experienced Service Delivery Manager to support the Immigration & Checkpoints Authority (ICA) Application and Technology Facilities Management (ATFM) operations. This role serves as the primary coordinator for operational support activities, ensuring seamless service delivery and maintaining strong relationships with our client and partners.

Key Responsibilities

Service Delivery & Operations Management

• Serve as the primary focal point for all ICA ATFM operational support activities, queries and issues
• Monitor service performance and ensure incidents, service requests and queries are addressed within agreed Service Level Agreements (SLAs)
• Support health checks, application monitoring and Business As Usual (BAU) service activities
• Track and follow up on incident investigations, root cause analysis (RCA) and closure
• Escalate major, critical or recurring issues to the Lead/Program Manager or Service Delivery Director
• Coordinate with customer teams, partners and internal support groups to ensure seamless daily operations

Performance Monitoring & Reporting

• Assist in reviewing service level performance against SLAs and Key Performance Indicators (KPIs)
• Identify gaps and proactively recommend improvements
• Support preparation of operational reports, dashboards and status updates for stakeholders
• Ensure effective and timely communication on services delivered to the client

Change & Enhancement Management

• Assist in the review and scheduling of enhancements, changes and maintenance tasks
• Support short-term maintenance activities and technology refresh efforts under the guidance of the Lead/Program Manager
• Review transition plans and enhancement milestones in consultation with support teams and clients

Process & Documentation

• Help document Standard Operating Procedures (SOPs), work instructions and service management processes
• Promote service excellence and process discipline within the team
• Ensure all support tasks and deliverables meet quality and service standards

Resource & Team Coordination

• Provide inputs for resource planning and forecasting based on operational needs
• Coordinate task assignments, follow up on deliverables and ensure quality of service outputs
• Assist senior managers in guiding junior engineers on operational tasks and standards
• Delegate tasks effectively with clear goals and instructions

Stakeholder Management

• Liaise with ICA technical teams, partners and interfacing application leaders to ensure smooth BAU operations
• Build and maintain strong working relationships with all stakeholders
• Support business development by identifying opportunities for service expansion or improvement

Essential Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Engineering or related field
• Minimum 3-5 years of experience in service delivery, application support or IT operations management
• Experience working with government agencies or public sector clients is highly advantageous
• Proven track record in managing SLAs, KPIs and operational performance metrics

Technical Skills

• Strong understanding of ITIL service management frameworks and best practices
• Experience with incident management, problem management and change management processes
• Familiarity with application monitoring tools and service management platforms
• Knowledge of root cause analysis (RCA) methodologies

Soft Skills & Competencies

• Excellent communication and stakeholder management skills
• Strong coordination and organizational abilities
• Ability to work under pressure and manage multiple priorities
• Proactive problem-solving mindset with attention to detail
• Team player with the ability to work collaboratively across functions
• Customer-focused with a commitment to service excellence

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 [email protected].