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Service Delivery Manager (Applications)

Date: 23-Sep-2021

Location: Singapore, Singapore

Company: Singtel Group

Your will part a team of highly motivated individuals in the development and maintenance of IT systems for our 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.

Responsibilities

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

  1. Service Management
  2. Configuration Management
  3. Incident Management
  4. IT Security Management
  5. IT Security Compliance & QA Management

The following are the activities in each scope of work:

Service Management

  • Monitor and report on the SLA/KPI of the in-scope systems, 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 update 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.
  1. Prepare and submit report to Client

 

Incident Management

  • Lead investigation and resolution of incident
  • Conduct root cause analysis and recommend improvement solution for recurrent incident to Client

 

  • 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.
  • 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.

The ideal profile should have / be:

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