Senior Service Delivery Manager (System SMO)

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Senior Service Delivery Manager (SMO - System) in Singapore. You will join the IT Governance Team and manage the development and maintenance of IT services for a key NCS client, covering a system or family of systems. The role requires hands-on experience in vendor and/or user environments and a proven record in stakeholder management, IT service management, incident management, IT security and compliance.

Key responsibilities

• Service management: monitor and report SLAs/KPIs, liaise with client stakeholders and Ops managers, report on system health, risks and change requests, attend CAB, operations, service review and audit meetings, support audits, DR/BCP and backup exercises, and propose continuous improvement initiatives.
• Configuration management: review the client's IT asset inventory and obsolescence at system family level and submit reports.
• Incident management: lead investigations, resolve incidents, conduct root cause analysis and recommend improvements for recurring incidents.
• IT security management: schedule security scans, verify vulnerability fixes, run weekly access reviews, track and patch vulnerabilities, escalate risks and report monthly.
• IT security compliance and QA: maintain compliance status, respond to auditors, provide rectification plans, seek waivers where justified and keep records up to date.

Required profile

• ITIL Foundation certification.
• 10 years of IT experience, including 5 years leading a team in a similar capacity.
• Experience in infrastructure planning, data centre operations and system management.
• Proven track record in stakeholder management, IT service management, incident management, IT security management and IT security compliance and QA.

Required skills

• Hands-on experience with server administration, virtualization (VMware, Hyper-V, Nutanix) and Windows/Linux.
• Server deployment, system configuration, performance optimization and capacity planning.
• Basic understanding of network protocols and standards.
• Familiarity with ISO 9001 and ISO 27001.