Lead Service Delivery Manager (Government Project)

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Lead Service Delivery Manager for a government project. You will lead a team in the DC Facility Management function, managing data centre building operations and facilities management on behalf of a key client. The role suits someone with hands-on experience in vendor and/or user environments who thrives on delivery.

Key responsibilities

• Manage facilities operations, planning, maintenance, documentation and DC operations in the mission-critical infrastructure, and lead the facilities and building operations team in maintenance and training.
• Ensure DC facilities meet the requirements of Change, Configuration, Incident, Problem, Vulnerability and Patch Management, Inventory and Disposal Management, and monitor and report SLAs and KPIs to the client.
• Liaise with client stakeholders, Ops Managers and contractors, and report on operational concerns and compliance matters, proposing resolutions.
• Provide monthly summaries and progress reports on system health, risks, and open change requests, and take part in management meetings (CCC, Operations, Service Review, Audit).
• Lead the O&S team during audits, disaster recovery/business continuity and backup and recovery exercises, and propose continuous improvement initiatives.
• Prepare an annual management plan and give technical advice on facilities management and regulatory compliance.
• Configuration management: keep DCIM updated with equipment movements, oversee obsolescence at system family level and report to the client.
• Incident management: lead investigations, resolve incidents and run root cause analysis for recurring ones.
• IT security: patch security systems (surveillance, EKP, access control), track and deploy patches, schedule security scans, review access patterns weekly and escalate risks to the client.
• Compliance and QA: keep systems compliant with standards and policies, respond to auditors, file records and seek waivers where justified.

Required profile

• Degree in Information Systems, Computer Science or equivalent.
• 8 to 10 years of experience in data centre critical infrastructure management.
• Proven track record in stakeholder management, IT service management, IT configuration management, incident management, IT security management and IT security compliance and QA management.
• Strong knowledge of critical electrical and mechanical equipment in data centres such as UPS, STS, DRUPS, CRAH/CRAC units, PDUs, chillers, BMS and fire systems.
• Ability to present and negotiate, with strong communication and interpersonal skills.