Lead Service Delivery Manager (Infrastructure)

NCS Pte Ltd; Singapore; On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Lead Service Delivery Manager to enhance IT service management across diverse projects. This role involves overseeing day-to-day operations, ensuring compliance with service level agreements, and leading a motivated IT Governance team. You will be responsible for managing IT Security systems, monitoring performance, and liaising with clients to drive improvements. If you possess a strong ITIL background and a passion for leadership, this is a fantastic opportunity to make a significant impact in a dynamic environment.

Qualifications

• 10+ years of IT Project Management experience with a strong ITIL background.
• Proven ability to manage large IT teams and optimize system performance.

Responsibilities

• Oversee service delivery and operational support for IT infrastructure.
• Manage scope of work related to IT Security systems and devices.

Skills

ITIL IT Service Management certification

PMP certification

CITPM certification

Leadership skills

Stakeholder management

Analytical skills

Problem-solving abilities

Education

Degree in Information Systems

Degree in Computer Science

Tools

IT Service Management tools

IT Configuration Management tools

Cybersecurity Incident Management tools

Job description

NCS is a leading technology services firm operating across the Asia Pacific region, with a presence in over 20 cities. We provide consulting, digital services, technology solutions, and more. We harness the power of technology to create lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has successfully delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Overview

We are seeking a Lead Service Delivery Manager, Service Leadership to manage the day-to-day support of medium-scale maintenance projects, ensuring they meet customer requirements and Service Level Agreements.

You will be part of a highly motivated IT Governance team, overseeing service delivery and operational support of IT infrastructure for a key NCS client.

What will you do?

Service Management & Operations

• Ensure the team conducts health checks, application monitoring, and incident resolution.
• Track and resolve reported incidents to closure.
• Enhance ITSM/ITIL methodologies in daily operations (Change, Incident, Problem, Release Management & CMDB).
• Monitor system performance and availability, implementing corrective actions as needed.
• Ensure service levels meet requirements and develop action plans when necessary.

Project Delivery

Manage scope of work related to IT Security systems and devices, including:

1. IT Service Management
2. IT Configuration Management
3. Cybersecurity Incident Management
4. IT Security Management
5. IT Security Compliance & QA Management

Additional Responsibilities

Further responsibilities include monitoring SLAs/KPIs, liaising with clients and stakeholders, preparing reports, supporting audits, proposing improvements, managing resources, and overseeing team performance.

Qualifications & Experience

• Degree in Information Systems, Computer Science, or equivalent.
• Minimum 10 years of IT Project Management experience.
• Strong background in IT Service Management aligned with ITIL frameworks.
• Technical project management experience with leadership roles.
• Experience managing large, diverse IT teams.
• Proven ability to monitor and optimize system performance and service availability.

Skills & Certifications

• Mandatory: ITIL IT Service Management certification.
• Preferred: PMP, CITPM certifications.
• Expertise in ITSM/ITIL methodologies.
• Leadership and mentoring skills.
• Excellent stakeholder management and customer service skills.
• Strong analytical and problem-solving abilities.

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity. We are committed to our Impact: Valuing 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.