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 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

We are seeking an experienced Service Delivery Manager to lead our End User Computing (EUC) function. This role owns the end-to-end delivery of desktop engineering and support services, ensuring high availability, quality, and consistency of service across the organization. The successful candidate will manage a team of Ops Leads and engineers, drive operational governance, and act as the primary point of contact for stakeholders on all EUC service matters.

Key Responsibilities

Service Delivery & Operations

Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle management

Monitor and manage SLAs, KPIs, and service quality metrics across the team

Drive continuous improvement initiatives to enhance service efficiency and user experience

Oversee incident and escalation management, ensuring timely resolution of high-priority issues

People Management

Manage, coach, and develop a team of EUC engineers

Conduct performance reviews, manage performance improvement plans, and support career development

Build a strong team culture centered on ownership, responsiveness, and service excellence

Manage workforce planning, including timesheet approval, leave coordination, and resource allocation

Stakeholder & Relationship Management

Serve as the primary escalation point and relationship owner for business stakeholders

Communicate service performance, risks, and improvement plans to leadership and stakeholders

Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)

Handle sensitive or difficult conversations with professionalism and clarity

Governance & Reporting

Maintain service delivery governance frameworks, including KPI tracking and scorecards

Prepare and present regular service reviews and reports to leadership

Ensure compliance with IT policies, security standards, and audit requirements

Manage asset and CMDB accuracy across the device fleet

4+ years in IT service delivery, desktop engineering, or EUC leadership roles

Proven experience managing teams (direct or matrixed) in a support/operations environment

Track record of managing SLAs, KPIs, and service governance frameworks

Experience handling performance management, including difficult conversations and PIP processes

Technical Knowledge

Familiarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platforms

Working knowledge of ITSM platforms (ServiceNow)

Understanding of asset/lifecycle management and CMDB practices

General awareness of device security, patching, and compliance standards

Skills & Attributes

Strong communication skills, with the ability to navigate difficult conversations confidently

Demonstrated stakeholder and people management capability

Ability to articulate and execute clear operational plans

Analytical mindset with strong attention to detail in reporting and governance

Comfortable operating in a fast-paced, service-driven environment

What Success Looks Like

Consistent achievement of SLA/KPI targets across the EUC team

Strong stakeholder satisfaction and low escalation rates

A well-developed, engaged, and high-performing team

Clear, accurate, and timely service governance reporting

Essential Qualifications

• Degree in Information Systems, Computer Science, or equivalent
• 4+ years of IT project management experience
• Knowledge of process improvement methodologies and tools
• Understanding of Software Development Lifecycle (SDLC)
• Proficiency in English, both written and spoken

Preferred Attributes

• Strong leadership and mentoring abilities
• Positive, can-do attitude with strong interpersonal skills
• Effective communication, presentation, and negotiation skills
• Creative and proactive approach to problem-solving

Professional and/or Technical Certifications

• ITIL V4 Foundation certification

ADDITIONS

Responsibilities | PROJECT-SPECIFIC

• CAT 2 clearance

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].