Join Team NCS as a Service Delivery Manager.

Keeping Operations Running Smoothly, Every Day.

We're looking for a Service Delivery Manager to join our team and take ownership of day-to-day service operations for enterprise, end-user, or public-sector technology environments. You'll be the operational heartbeat—ensuring services run smoothly, incidents are resolved quickly, and our clients experience excellence at every touchpoint.

This is more than just managing tickets and SLAs—it's about building strong relationships, driving continuous improvement, and being the trusted partner our clients rely on to keep their operations resilient and responsive.

Service Delivery & Operational Management

Manage day-to-day service delivery and Business As Usual (BAU) support for enterprise, end-user, or public-sector technology environments
Serve as the primary operational focal point for End-User Computing and Service Support (EUSS) activities
Monitor service performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure timely resolution of incidents, service requests, and queries
Escalate major, critical, or recurring issues to the Lead/Program Manager or Service Delivery Director as appropriate

Incident, Problem & Change Management

Coordinate and track incident investigations, root cause analysis (RCA), and closure to ensure timely resolution
Support health checks, application monitoring, and proactive BAU service activities to maintain system reliability
Assist in reviewing, scheduling, and coordinating enhancements, changes, maintenance tasks, and technology refresh efforts
Ensure all changes are executed in alignment with governance and quality standards

Reporting & Documentation

Prepare operational reports, dashboards, and status updates for stakeholders on a regular basis
Assist in reviewing service level performance, KPIs, and identifying gaps for continuous improvement
Document and maintain Standard Operating Procedures (SOPs), work instructions, and service management processes

Stakeholder & Vendor Coordination

Coordinate seamlessly with clients, partners, third-party vendors, and internal support groups to ensure smooth daily operations
Liaise with customer technical teams and interfacing application leaders to maintain operational continuity
Ensure effective and timely communication on services delivered to clients

Resource Planning & Team Support

Provide inputs for resource planning and forecasting based on operational needs
Assist senior managers in guiding junior engineers on operational tasks, standards, and best practices
Coordinate task assignments, follow up on deliverables, and ensure quality of service outputs

Service Excellence & Continuous Improvement

Promote service excellence, process discipline, and a quality culture within the team
Identify opportunities for service expansion or improvement and support business development activities
Participate in selected pre-sales or service-expansion opportunities as required

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