EG Service Delivery Executive​/Service Delivery Manager; EUCD Ops

• Full-time
• Department:
  Others

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.

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

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

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

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

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

Working knowledge of ITSM platforms (Service Now)

Understanding of asset/lifecycle management and CMDB practices

General awareness of device security, patching, and compliance standards

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

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…