Svc Delivery Executive

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.

As a Service Delivery Executive, you will be responsible for managing day to day support of medium scale maintenance projects meeting customer’s requirements and Service Level Agreements.

What will you do?

1. Act as a focal point for all support related queries and issues
   1. Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer.
   2. Review with support team to ensure that all support tasks and deliverables meet quality and service levels.
   3. 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.
   4. Notify/escalate any ‘out of scope’ variations to services to Service Delivery Manager / Service Delivery Director (SDD).
   5. Notify/escalate critical issues or variations to service levels to Service Delivery Manager / Service Delivery Director (SDD).
   6. Review and approve service request/enhancement effort, schedules and risk plans.
   7. Review and raise resource requirement.
   8. Responsible for resource forecasting and planning.
   9. Review, monitor and report project health status.
2. Customer/Vendor Management
   1. Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operations.
   2. Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes.
3. Business Development
   1. Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity.
   2. Be involved in pre-sales activities.

The ideal candidate should possess:

• At least 3-5 years of relevant experience.
• Experience supporting projects in an IT Consulting / Services company.