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#EDMS2020: IMS Lead

Date: 27-Apr-2021

Location: Singapore, Singapore

Company: Singtel Group

We have a great opportunity for an individual who is passionate about technologies, new ideas and enjoys working in a fast paced and transformation environment to join us as Infrastructure Managed Services (IMS) Lead at NCS.



Role and Responsibilities:


Service Delivery

Service Delivery incorporates the end to end deliverables of the Service Contract. This include service governance, client engagement with Customers, and managing external and internal stakeholders’ expectations and deliverables outcome.

The service delivery will also cover the growth of the account, and looking into delivering excellent Customer Engagement experience.

The role is a portfolio to multiple accounts subject to the size and scale of the service contract. IMS Lead for Service Delivery is also expected to make strategic and tactical plans in alignment of delivery across multiple service portfolios and support EDMS and GE strategic business plans.  This include supporting growth in business in other lines within the Singtel Group, inclusive engagement in pre-sales or RFP, with direct and indirect engagement and support.

IMS Lead for Service Delivery is expected to lead both the Service and Technical delivery team in day-to-day executional matters, and ensure services are delivered with pride, and sustainable model. The delivery includes leading team on delivery excellence, and driving towards completion of projects against planned milestones and timeline; service recovery and improvement if there are gaps and escalations; and enhancing the service values to the customer.

IMS Lead is also expected to engage and manage 3rd party partners, to align their delivery competency and capabilities with Singtel service contract to our customers. He/she is also expected to make tactical plans on a year on year for core each identified technologies appropriate for account/sectors, to ensure YoY performance excellence and relevance to market situation.


Financial Management

IMS Lead is expected to manage the financials for the service projects under his purview. This includes the Business Case of the service contracts on cost of delivery, recovery of cost in respective service centre.

He/She is also expected to manage a healthy profit and loss across each service contract, per provided based on won contracts/improve and optimize more if possible as part of the discharge of the responsibilities. This includes but is not limited to annual AOP budgeting, financial planning for each service contract or delivery centres, financial for team training plans, and annual team bonding and EDMS level of activities.


People and Growth

IMS Lead is expected to coach and mentor the delivery teams, either under direct or indirect management (e.g. 3rd party partners or contractors). This include thought leadership, and people management skills for various team under his service portfolios. He/She is also expected to coach Team members to develop Individual Development Plan and proper career path planning.

He/She is also expected to help to identify and develop talents within the delivery teams, and work with HR on future leaders. Service Delivery includes also conduct routine communications to the members of the delivery teams, and their own direct reports. This include, weekly/monthly/quarterly/half-annually/annually meetings, one-on-one sessions and performance assessments as deemed required.



The ideal profile should have / be:

  • Degree in any discipline
  • Minimum 10 years of relevant experience, including client facing in managing Day 1 and/or Day 2
  • Lead and develop long-term relationship with customers during project delivery
  • Strong operation, collaboration and teaming experience
  • Excellent relationship and stakeholder management skills - capable of dealing with people across all levels of a large, complex, fast moving organisation with constant transformation to stay market relevant.



Apply today if you would like to be part of the winning team that does great work!