Lead Service Delivery Manager (Service Management)

About the role

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

Key responsibilities

• Monitor and report SLA/KPIs of in-scope systems to the client, liaise with stakeholders, Ops Managers and contractors, and propose resolutions to operational concerns.
• Provide monthly summaries of system health, risks, and open change requests and problems, and take part in CAB, operations, service review, audit and management meetings.
• Support Operations and Support teams during audits, disaster recovery and backup exercises, and propose continuous improvement initiatives.
• Review the IT asset inventory, oversee obsolescence and submit periodic reports to the client.
• Lead incident investigations, conduct root cause analysis and recommend improvements for recurring incidents.
• Schedule security scans, track and patch vulnerabilities, run weekly access reviews, escalate risks and report suspicious activity.
• Maintain compliance with standards, policies and directives, respond to auditors, provide rectification plans and file quality assurance records.

Required profile

• BSc in Computer Science or a similar field.
• Eight years of IT experience, including five years leading a team in a similar capacity.
• Experience in infrastructure planning, data centre operations and networks.
• Proven track record in stakeholder management, IT service management, incident management, IT security management and IT security compliance and QA.

Required skills

• ITIL Foundation certification preferred.
• Networking, routing and switching, TCP/IP, LAN/WAN and Wi-Fi.
• Familiarity with ISO 9001 and ISO 27001.
• Technical certifications such as CCNA, CCNP or CCIE are preferred.