Senior Svc Delivery Manager & Svc Leadership

NCS Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A prominent technology services firm in Singapore is seeking an SAP IT Service Management Officer to manage IT governance and transformation for a key client. Responsibilities include overseeing service delivery, conducting incident management, and ensuring compliance with IT security standards. The ideal candidate has a degree in Information Systems or Computer Science, more than 3 years of SAP IT project management experience, and excellent communication skills. This role requires a self-motivated professional with a customer-oriented approach.

Qualifications

• More than 3 years of SAP IT project management experience.
• At least 5 years of IT experience.
• Familiar with Software Development Life Cycle (SDLC).
• Experience in IT business analysis techniques.

Responsibilities

• Manage development and maintenance of IT team for key client.
• Monitor and ensure SLA/KPI fulfillment.
• Lead incident investigations and resolutions.
• Conduct security scans and compliance audits.

Skills

Stakeholder management

IT Service Management

IT Configuration Management

Incident Management

IT Security Management

IT Security Compliance

Excellent communication

Customer orientation

Education

Degree in Information Systems or Computer Science

Job description

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 a SAP IT Service Management Officer (SMO) to be part of our diverse team of talents here at NCS!

Overview

Your will part a team of highly motivated individuals in the SAP 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, report and ensure that the SLA/KPI of the in-scope systems are to be met, 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 provide regular update to 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 - CCC, 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 and highlight in advance to client in any eventualities of potential obsolescence.
• Prepare and submit report to Client

Incident Management

• Lead investigation and ensure resolution of incident within stipulated SLA time
• Conduct root cause analysis and recommend improvement solution for recurrent incident to Client
• Ensure proper sign-off/endorsement by client for incident resolution/closure and associated archival/repository

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.
• Ensure application/software/system are updated with the latest virus/security patches
• 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.

The ideal profile should have / be:

• Degree in Information Systems, Computer Science or equivalent
• More than 3 years of SAP IT project management experience and at least 5 years of IT experience
• Familiar with Software Development Life Cycle (SDLC)
• Experience in IT business analysis techniques
• Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques
• Must be customer-oriented
• Due to project sensitivity, we will only consider Singapore Citizen

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.

We handle all profiles with the highest level of confidentiality.