Senior Service Delivery Manager (SMO - System)

NCS Pte Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

NCS Pte Ltd is seeking an experienced IT Governance Lead to join the IT Governance Team. You will manage development and maintenance of IT services for a key client, focusing on governance, security, and service delivery across IT domains.

The role requires proven stakeholder management, IT service and configuration management, incident handling, and compliance assurance with IT security standards. You will drive audits, risk reviews, and continuous improvement, collaborating with operations and

Qualifications

• ITIL Foundation certified and governance-aware.
• Familiar with ISO 9001 and ISO 27001 standards.
• Hands-on experience in server administration and virtualization.

Responsibilities

• Lead IT governance activities across client systems and internal teams.
• Oversee Service, Configuration, Incident, and IT Security Management.
• Coordinate audits, compliance programs, and risk mitigation with stakeholders.
• Liaise with stakeholders to ensure timely delivery and high quality operations.

Skills

ITIL Foundation

ISO 9001

ISO 27001

Leadership

Stakeholder mgmt

System admin

Virtualization

Tools

VMware

Hyper-V

Nutanix

Job description

Company Description

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

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:

1. Service Management
2. Configuration Management
3. Incident Management
4. IT Security Management
5. 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 evidence 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

• Be ITIL Foundation certified
• Familiar with ISO 9001 and ISO 27001
• Have ten (10) years of working experience in the Information Technology (IT) field, with a focus on infrastructure planning, data centre operations and system management.
• Hands-on experience in server administration, virtualization (VMware/Hyper-V/Nutanix), and Windows/Linux operating systems
• Good working knowledge managing server deployment, system configuration, performance optimization and capacity planning
• Basic understanding of network protocols and standards
• 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 system 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

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.

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