Lead Service Delivery Manager

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Lead Service Delivery Manager in Singapore. You will join the IT Governance Team and manage the development and maintenance of the IT team on behalf of a key client, covering service management, configuration management, incident management, IT security management and IT security compliance and QA management.

Key responsibilities

• Monitor and report SLA/KPIs of in-scope systems to the client, and liaise with client stakeholders, Ops Managers and contractors
• Update the client on operational concerns or compliance matters and propose resolutions
• Provide monthly summaries of system health, status, risk, CR/SR and system problems, and take part in CAB, Operations, Service Review, Audit and Management meetings
• Support Operations and Support teams during audits, DR/BCP and backup and recovery exercises, and propose continuous improvement initiatives
• Prepare the annual Management Plan, review IT asset inventory and obsolescence, and submit configuration management reports
• Lead incident investigations, root cause analysis and recurrence prevention, and schedule and verify security scans and vulnerability fixes
• Conduct weekly security reviews of access and administration patterns, track and deploy patches, and escalate risks for client approval
• Report compliance status to the SMO Head Office annually, respond to auditors, file standards, policies and QA records, and seek waivers where justified

Required profile

• BSc in Computer Science or a similar relevant field
• 10 years of IT experience focused on infrastructure planning, data centre operations and networks
• 5 years leading a team in a similar capacity
• Familiarity with ISO 9001 and ISO 27001
• Preferred: CCNA, CCNP, CCIE or equivalent, and ITIL Foundation certification

Required skills

• Networking, routing and switching, TCP/IP, and LAN/WIFI/WAN technologies
• Management, control and monitoring of network infrastructure
• Strong communication, leadership, organisational and analytical skills