Lead Service Delivery Manager (Service Management)

NCS Group; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

NCS Group in Singapore seeks an experienced IT Governance professional to oversee governance for a key client, including IT service, configuration, incident, security management and compliance QA. You will drive improvements, stakeholder engagement and audit readiness across the System Family for optimal operations.

You will lead governance initiatives, deliver monthly health and risk reports, and ensure adherence to standards and regulatory requirements.

Qualifications

• Bachelor's degree in IT or related field.
• ITIL Foundation certification and ISO knowledge is preferred.
• Experience in IT governance, security and compliance.
• Strong stakeholder and vendor management capabilities.
• Hands-on networking, data centre operations and monitoring.

Responsibilities

• Monitor SLA/KPI across in-scope systems and report to the client.
• Liaise with client stakeholders and Ops Managers for delivery and support.
• Lead incident investigations and root-cause analysis.
• Schedule and perform IT security reviews and vulnerability tracking.
• Ensure governance compliance and audit readiness across systems.
• Coordinate audits and provide evidence and rectification plans.

Skills

Stakeholder management

IT Service Management

IT Configuration Management

Incident Management

IT Security Management

IT Security Compliance & QA Management

Education

BSc in Computer Science

ITIL Foundation

CCNA/CCNP/CCIE or equivalent

ISO 9001 knowledge

ISO 27001 knowledge

Job description

Job Description

Your will part a team of highly motivated individuals in the IT Governance Team, managing the development and maintenance of IT team on behalf of a key NCS client. You should have proven track records in areas of Stakeholder management, IT Service Management, IT Configuration Management, Incident Management, IT Security Management and IT Security Compliance & QA Management.

If you thrive on being part of delivery and transforming the clients’ operation, then this is the position for you. Your 'hands-on' knowledge, vast exposure and wealth of experience either in vendor and/or user environments, coupled with a driven and self‑motivated personality, will ensure your success.

Responsibilities

You will be performing the following scope of work for a system or a family of systems for a NCS key client:

• Service Management
• Configuration Management
• Incident Management
• IT Security Management
• IT Security Compliance & QA Management

The following are the activities in each scope of work:

Service Management

• Monitor and report on the SLA/KPI of the in-scope systems, grouped under the System Family, to the client
• Liaise and work directly with client (stakeholders, Ops Managers and/or Contractors) for purpose of project delivery and maintenance support.
• Monitor and update client on operation concern and/or compliance matters and propose resolution.
• Provide monthly summary and/or progress report on systems health, statuses, risk status and status of CR/SR and System Problem.
• Conduct and/or participate in management update meetings - CAB, Operations, Service Review, Audit and Management Meeting.
• Review reports from Operations & Support (O&S) project teams within the System Family
• Provide support to O&S Project teams during Audit, DR/BCP, Backup & Recovery exercise.
• Propose continuous improvement initiatives with recommendations to strengthen IT governance & compliance, increase efficiency on work quality and processes.
• Prepare Management plan and submit compilation to the Client annually

IT Configuration Management

• Periodically review IT asset inventory (hardware, software, network equipment, network attached equipment and end-points) records maintained and updated by Client appointed Asset Officer.
• Maintain oversight and review the Obsolescence at System Family Level.
• Prepare and submit report to Client

Incident Management

• Lead investigation and resolution of incident
• Conduct root cause analysis and recommend improvement solution for recurrent incident to Client

IT Security Management

• Schedule security scan for identified systems according to policies, and verify all vulnerability rectifications are satisfactorily performed.
• Conduct Security Review on System Access and administration patterns weekly, and report unusual or suspicious activities, if any, to SMO Head Office.
• Track, mitigate and deploy patch security vulnerabilities accordingly to the stipulated timeline. Maintain oversight and submit reports on monthly basis.
• Escalate and/or seek Client’s acceptance and approval of assessed risks.

IT Security Compliance & QA Management

• Ensure compliance status of the Systems adheres to applicable standards, polices, directives and guidelines.
• Declare, review and report compliance status to SMO head office annually.
• During audit exercise, work with stakeholders to provide responses and evidences to auditors or compliance related declarations.
• Provide a Rectification Plan on any gaps found.
• Provide rectification plan for issues arising from audit.
• Seek waiver on compliance whenever it is justifiable.
• Ensure all applicable standards, policies, directives, guidelines, deliverables and quality assurance records are filed and kept up-to-date for audit and review purposes.
• Work with Client on system enhancement required for policy changes and audit requirements.

Qualifications

• BSc degree in Computer Science or similar relevant field
• Prefer to have technical certification such as CCNA, CCNP, CCIE or equivalent
• Be ITIL Foundation certified
• Familiar with ISO 9001 and ISO 27001
• Have eight (10) years of working experience in the Information Technology (IT) field, with a focus on infrastructure planning, data centre operations and network
• Hands on experience in networking, routing and switching, TCP/IP
• Good understanding of network protocols and standards
• Good working knowledge managing enterprise network, technically competent in LAN, WIFI, WAN technologies
• Have at least five (5) years of experience in leading a team in a similar capacity
• In depth knowledge of best practices around management, control, and monitoring of network infrastructure
• Outstanding organizational and time management skills
• Excellent communication and leadership skills
• Analytical thinker and problem solver
• Attention to details
• Have good interpersonal, presentation, written and communication skills
• Maintain effective communication channels with stakeholders
• Manage issues & risks and ensure timely escalation
• Ability to manage concurrent tasks