Lead Svc Delivery Mgr, Svc(IMS) Ldrship

Singtel Group; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading technology services firm in Singapore is seeking a Lead Service Delivery Manager to oversee IT service governance for a key client. The ideal candidate will have over 10 years of IT experience, with strong skills in stakeholder and incident management, and a background in data center operations. This role demands leadership, excellent communication, and the ability to implement Infrastructure-as-Code practices using tools like Ansible and Terraform. Join us to make extraordinary things happen.

Qualifications

• 10 years of working experience in IT with at least five years in data centre operations.
• 3 to 5 years of Infra-as-Code experience and core infrastructure automation.
• In-depth knowledge of best practices for management, control and governance of Infrastructure-as-Code.

Responsibilities

• Monitor and report on SLA/KPI of in-scope systems to the client.
• Liaise with client stakeholders for project delivery and support.
• Lead investigation and resolution of incidents.

Skills

Stakeholder management

IT service management

Incident management

IT security management

Problem-solving

Vendor management

Team leadership

Education

BSc degree in Computer Science or similar relevant field

Tools

Ansible

Terraform

Job description

Select how often (in days) to receive an alert:

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.

We’re searching for aLead Service Delivery Managerto be part of our diverse team of talent here at NCS!

Overview

You will be part of a team of highly motivated individuals in the IT Governance Team, managing the development and maintenance of the IT team on behalf of a key NCS client. You should have proven track records in stakeholder management, IT service management, IT configuration management, incident management, IT security management and IT security compliance and 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 in vendor and/or user environments, coupled with a driven and self-motivated personality, will ensure your success.

Key Responsibilities

• Monitor and report on SLA/KPI of in-scope systems to the client
• Liaise and work with client stakeholders, Ops Managers and contractors for project delivery and support
• Monitor and update client on operation concerns or compliance matters and propose resolution
• Provide monthly summary or progress report on systems health, statuses, risk status and CR/SR and system problems
• Conduct or participate in management update meetings including CAB, Operations, Service Review, Audit and Management meetings
• Review reports from Operations and Support project teams within the System Family
• Support Operations and Support project teams during Audit, DR/BCP and Backup and Recovery exercises
• Propose continuous improvement initiatives to strengthen IT governance and compliance and improve efficiency
• Prepare Management Plan and submit compilation to the client annually
• Periodically review IT asset inventory records maintained by the Asset Officer
• Maintain oversight and review obsolescence at System Family level
• Prepare and submit configuration management reports to client
• Lead investigation and resolution of incidents
• Conduct root cause analysis and recommend improvement solutions for recurrent incidents
• Schedule security scans and verify vulnerability rectifications
• Conduct weekly security review on system access and administration patterns and report suspicious activities
• Track, mitigate and deploy patch security vulnerabilities and submit monthly reports
• Escalate or seek client’s acceptance and approval of assessed risks
• Ensure compliance status adheres to standards, policies, directives and guidelines
• Declare, review and report compliance status to SMO Head Office annually
• Provide audit responses and evidence to auditors or compliance declarations
• Provide rectification plans for gaps or audit issues
• Seek waiver on compliance when justifiable
• Ensure standards, policies, directives, guidelines and QA records are filed and up-to-date
• Work with client on system enhancements for policy changes and audit requirements

The ideal candidate should possess:

Essential Qualifications

• BSc degree in Computer Science or similar relevant field
• Familiar with ISO 9001 and ISO 27001
• 10 years of working experience in IT with at least five years in data centre operations
• 3 to 5 years of Infra-as-Code experience and core infrastructure automation
• Good understanding of network protocols and standards
• Working knowledge in IaC platform tools such as Ansible and Terraform
• Three years of experience in leading a team in a similar capacity
• In-depth knowledge of best practices for management, control and governance of Infrastructure-as-Code including code versioning, code quality, modular design, reusability, peer reviews and policy enforcement through automation and CI/CD pipelines
• Outstanding organizational and time management skills
• Excellent communication and leadership skills
• Analytical thinker and problem solver
• Good interpersonal, presentation, written and communication skills
• Maintain effective communication channels with stakeholders
• Manage issues and risks and ensure timely escalation
• Ability to manage concurrent tasks

Preferred Attributes

• Managing and Developing Automation with Ansible Automation Platform certification
• HashiCorp Certified Terraform Associate certification

We are driven by ourAEIOU beliefs - Adventure, Excellence, Integrity, Ownership, and Unity -and we seek individuals who embody these values in both their professional and personal lives. We arecommitted to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, wemake the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.