Senior Service Delivery Manager, Service Leadership

Date: 15 May 2024

Location: Singapore, Singapore

Company: Singtel Group

NCS is the leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more.

We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 12,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

 

We’re searching for a IT Service Management Officer (SMO) to be part of our diverse team of talents here at NCS!

 

You will part a team of highly motivated individuals in the IT Governance Team, managing the development and maintenance of IT team on behalf of a key NCS client.  You should have proven track records in areas of Stakeholder management, IT Service Management, IT Configuration Management, Incident Management, IT Security Management and IT Security Compliance & QA Management.

If you thrive on being part of delivery and transforming the clients’ operation, then this is the position for you. Your 'hands-on' knowledge, vast exposure and wealth of experience either in vendor and/or user environments, coupled with a driven and self-motivated personality, will ensure your success.

If you believe in going above and beyond, embodying excellence, and bringing people and technology together like never before, we would love to have a conversation with you!

 

What we seek to accomplish together:

 

You will be performing the following scope of work for a system or a family of systems for a NCS key client:

  • Service Management
  • Configuration Management
  • Incident Management
  • IT Security Management
  • IT Security Compliance & QA Management

 

The following are the activities in each scope of work:

 

Service Management

  • Monitor, report and ensure  that the SLA/KPI of the in-scope systems are to be met, grouped under the System Family, to the client
  • Liaise and work directly with client (stakeholders, Ops Managers and/or Contractors) for purpose of project delivery and maintenance support.
  • Monitor and provide regular update to client on operation concern and/or compliance matters and propose resolution.
  • Provide monthly summary and/or progress report on systems health, statuses, risk status and status of CR/SR and System Problem.
  • Conduct and/or participate in management update meetings - CCC, Operations, Service Review, Audit and Management Meeting.
  • Review reports from Operations & Support (O&S)  project teams within the System Family
  • Provide support to O&S Project teams during Audit, DR/BCP, Backup & Recovery exercise.
  • Propose continuous improvement initiatives with recommendations to strengthen IT governance & compliance, increase efficiency on work quality and processes.
  • Prepare Management plan and submit compilation to the Client annually

 

IT Configuration Management

  • Periodically review IT asset inventory (hardware, software, network equipment, network attached equipment and end-points) records maintained and updated by Client appointed Asset Officer.
  • Maintain oversight and review the Obsolescence at System Family Level, and highlight in advance to client in any eventualities of potential obsolescence.
  • Prepare and submit report to Client

 

Incident Management

  • Lead investigation and ensure resolution of incident withinstipulated SLA time
  • Conduct root cause analysis and recommend improvement solution for recurrent incident to Client
  • Ensure propersign-off/endorsement by client for incident resolution/closure and associated archival/repository 

 

IT Security Management

  • Schedule security scan for identified systems according to policies, and verify all vulnerability rectifications are satisfactorily performed.
  • Conduct Security Review on System Access and administration patterns weekly, and report unusual or suspicious activities, if any, to SMO Head Office.
  • Track, mitigate and deploy patch security vulnerabilities accordingly to the stipulated timeline. Maintain oversight and submit reports on monthly basis.
  • Ensure application/software/system are updated with the latest virus/security patches
  • Escalate and/or seek Client’s acceptance and approval of assessed risks.

 

 IT Security Compliance & QA Management

  • Ensure compliance status of the Systems adheres to applicable standards, polices, directives and guidelines.
  • Declare, review and report compliance status to SMO head office annually.
  • During audit exercise, work with stakeholders to provide responses and evidences to auditors or compliance related declarations.
  • Provide a Rectification Plan on any gaps found.
  • Provide rectification plan for issues arising from audit.
  • Seek waiver on compliance whenever it is justifiable.
  • Ensure all applicable standards, policies, directives, guidelines, deliverables and quality assurance records are filed and kept up-to-date for audit and review purposes.
  • Work with Client on system enhancement required for policy changes and audit requirements.

 

A little about you:

  • Degree in Information Systems, Computer Science or equivalent
  • More than 3 years of IT project management experience and at least 5 years of IT experience
  • Familiar with Software Development Life Cycle (SDLC)
  • Experience in IT business analysis techniques

 

What you might also need to have: 

  • Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques
  • Must be customer oriented and be able to lead, develop and maintain respectful and trusting relationship
  • Able to travel as and when required

 

As Asia’s leading technology services firm, NCS as part of the Singtel Group, aims to create sustainable value for all our stakeholders. We aspire to create the extraordinary, to impact millions of people every day, and to create a positive impact on our environment. Our sustainability strategy sets out the key Environmental, Social and Governance (ESG) areas that aim to create the NCS impact for our clients, our people and our future. 

 

We Grow our People, Value our Clients, and Create our Future.

 

We want to change the way we live and work for the better, to create new and sustainable business growth, and to foster an inclusive future for all.

 

You can find out more about our Group’s sustainability focus to guide how you can contribute to our objectives at Sustainability Reports. 

 

 

About NCS Group

We believe in building a talent-led delivery model to enable our best people to lead, and to support them with the right structure, processes, and tools to ensure that our clients are delivered top quality services. Great work is never done alone, which is why we also believe in fostering a collaborative work environment where people with different expertise and talent can come together.

We’re here to make the extraordinary happen.

Find out more at ncs.co and our LinkedIn career site.

We handle all profiles with the highest level of confidentiality.