Service Delivery Director

Company Description

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.

Job Description

As a Service Delievry Director / Delivery Lead, you will act as the single point of contact for the key client on all project delivery and managed services delivery matters. You will lead a small team of Project Managers and workstream leads and be responsible for overseeing, managing and implementing multiple IT Projects with quality, within scope, ensure deliverables are on time and conform to processes and standards meeting client’s requirements.

What will you do?

Project Delivery

• Review the project lifecycle (initiation, plan, execution, completion)
• Review project schedules, quality plans, budgets, and communication and risk management plans
• Manage issues arising out of scope definition and subsequent disputes that impacted scope, schedule and cost
• Manage issues arising from integration of various components of the project including hardware, software installation, testing, business process review, redesign, application development, migration and data conversion etc.
• Oversee the implementation of the project with regard to schedules, budget, manpower and quality
• Resolve project overrun issues with Senior Management
• Monitor and report on project management progress
• Manage resources in terms of mobilizing resources during different periods of time from team to team to maximize productivity or minimize wastage

Customer/Vendor Management

• Manage contracts and subcontractors
• Effectively engaged stakeholders in project decisions and execution
• Build long-term customer relationships by anticipating and exceeding customer’s expectation
• Negotiate with customers on change control mechanism to meet schedules and prioritize changes based on business needs

Team Management

• Provide leadership to the project team to ensure that proposals/ enhancements are fully analyzed and evaluated for benefits and cost
• Provide the project team with accurate information about business needs and priorities as well as details about business systems
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, conduct team building, providing leadership, coaching, and performance management

Beyond projects and operational delivery matters, you are also expected to:

• Develop business opportunities to solve the client’s problems.
• Ideate solutions using technology and process changes.
• Create growth opportunities by considering the feasibility and sustainability of these opportunities and the core capabilities of NCS.
• Direct the right team across different Lines of Business (LOBs) to drive revenue, quality and customer satisfaction targets and ensure delivery.
• Accountable for the delivery services of the client’s account and needs to be involved in the delivery of the programs that you are responsible for.

Qualifications

The ideal candidate should possess:

• Minimum 12 years of experience leading complex and large-scale system integration projects, providing consultancy to external client projects.
• Process broad business acumen and deep industry knowledge and use this knowledge to develop/enhance client relationships.
• Proven track record in assuming overall responsibility and managing multi-million-dollar projects in key client industry.
• Possesses prior senior engagement experience to convey challenges and resolutions to CXO.
• Empower as the Recovery Lead for unique projects
• Quality assurance experience to lead & monitor projects
• Process ‘hands-on’ knowledge, vast exposure and wealth of experience within vendor and user environments, and a driven and self-motivated personality.
• Ability to lead and develop long-term relationships with customers during business development and project delivery
• Deep experience in Professional Services organization setup, especially in working driving client engagements and delivering projects.
• Strong collaboration and teaming experience, and ability to work with senior leadership and operational and working level executives.
• Excellent relationship and stakeholder management skills - capable of dealing with people across all levels of a large, complex, fast-moving organization with constant transformation to stay market relevant.
• Degree in Engineering, Computer Science or a related discipline

Additional Information

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.