Senior Service Delivery Manager (Service Management)

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Senior Service Delivery Manager in its IT Governance Team in Singapore. You will join a team of highly motivated people and manage the development and maintenance of IT services for a key NCS client, covering service management, incident handling, configuration, security and compliance.

Key responsibilities

• Service management: monitor and report SLAs and KPIs, liaise with client stakeholders and Ops managers, give monthly system health and risk reports, attend CAB, operations, service review and audit meetings, and propose continuous improvement initiatives.
• IT configuration management: review the client's IT asset inventory and obsolescence at system family level and submit reports.
• Incident management: lead investigations, resolve incidents and run root cause analysis for recurring ones.
• IT security management: schedule security scans, verify fixes, conduct weekly access reviews, track and patch vulnerabilities, escalate risks and report monthly.
• IT security compliance and QA: keep systems compliant with standards and policies, respond to audits, file rectification plans and keep quality records up to date.

Required profile

• BSc in Computer Science or a similar relevant field.
• Eight years of IT experience, with a focus on infrastructure planning and management.
• At least five years of experience leading a team in a similar capacity.
• ITIL Foundation certification.
• Familiarity with ISO 9001 and ISO 27001.

Required skills

• System deployment, configuration, performance optimization and capacity planning.
• Knowledge of network protocols and standards.
• Strong organizational, time, communication and leadership skills, with attention to detail.