Senior Service Delivery Manager (Network Systems Management Office)

About the role

NCS, a technology services firm operating across the Asia Pacific, is hiring a Senior Service Delivery Manager for its System Management Office (Network) 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, configuration, incident and security management.

Key responsibilities

• Service management: monitor and report SLAs and KPIs, liaise with client stakeholders and contractors, report on system health, risks and change requests, attend CAB, operations, service review and audit meetings, and propose continuous improvement initiatives.
• Configuration management: review the client's IT asset inventory and obsolescence records and submit periodic 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.
• Security compliance and QA: maintain compliance with standards and policies, respond to audits, provide rectification plans and keep quality records up to date.

Required profile

• BSc in Computer Science or a similar field.
• 10 years of IT experience, including infrastructure planning, data centre operations and networks.
• At least 5 years leading a team in a similar capacity.
• Proven track record in stakeholder management, IT service management, incident management, IT security management and IT security compliance and QA.

Required skills

• Hands-on networking, routing and switching, TCP/IP, LAN, WiFi and WAN.
• ITIL Foundation certification preferred.
• Familiarity with ISO 9001 and ISO 27001.
• Technical certifications such as CCNA, CCNP or CCIE preferred.