#EG Service Delivery Executive / Service Delivery Manager (EUCD Ops)

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.Job DescriptionWe 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 ResponsibilitiesService Delivery & OperationsOwn end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and lifecycle managementMonitor and manage SLAs, KPIs, and service quality metrics across the teamDrive continuous improvement initiatives to enhance service efficiency and user experienceOversee incident and escalation management, ensuring timely resolution of high-priority issuesPeople ManagementManage, coach, and develop a team of EUC engineersConduct performance reviews, manage performance improvement plans, and support career developmentBuild a strong team culture centered on ownership, responsiveness, and service excellenceManage workforce planning, including timesheet approval, leave coordination, and resource allocationStakeholder & Relationship ManagementServe as the primary escalation point and relationship owner for business stakeholdersCommunicate service performance, risks, and improvement plans to leadership and stakeholdersManage vendor and third-party relationships (manpower agencies, hardware/software vendors)Handle sensitive or difficult conversations with professionalism and clarityGovernance & ReportingMaintain service delivery governance frameworks, including KPI tracking and scorecardsPrepare and present regular service reviews and reports to leadershipEnsure compliance with IT policies, security standards, and audit requirementsManage asset and CMDB accuracy across the device fleetQualifications4+ years in IT service delivery, desktop engineering, or EUC leadership rolesProven experience managing teams (direct or matrixed) in a support/operations environmentTrack record of managing SLAs, KPIs, and service governance frameworksExperience handling performance management, including difficult conversations and PIP processesTechnical KnowledgeFamiliarity with EUC toolsets: Intune, SCCM, or equivalent endpoint management platformsWorking knowledge of ITSM platforms (ServiceNow)Understanding of asset/lifecycle management and CMDB practicesGeneral awareness of device security, patching, and compliance standardsSkills & AttributesStrong communication skills, with the ability to navigate difficult conversations confidentlyDemonstrated stakeholder and people management capabilityAbility to articulate and execute clear operational plansAnalytical mindset with strong attention to detail in reporting and governanceComfortable operating in a fast-paced, service-driven environmentWhat Success Looks LikeConsistent achievement of SLA/KPI targets across the EUC teamStrong stakeholder satisfaction and low escalation ratesA well-developed, engaged, and high-performing teamClear, accurate, and timely service governance reportingEssential Qualifications4+ years of IT project management experienceKnowledge of process improvement methodologies and toolsUnderstanding of Software Development Lifecycle (SDLC)Proficiency in English, both written and spokenPreferred AttributesStrong leadership and mentoring abilitiesPositive, can-do attitude with strong interpersonal skillsEffective communication, presentation, and negotiation skillsCreative and proactive approach to problem-solvingProfessional and/or Technical CertificationsITIL V4 Foundation certificationADDITIONSResponsibilities | PROJECT-SPECIFICCAT 2 clearanceAdditional InformationWe 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 AlertWe 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/ @ncs.co and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at reachus@ncs.com.sg.