Lead Service Delivery Manager, Infrastructure IT Security Governance

NCS is a 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 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As a Service Delivery Manager, you will be responsible for managing day-to-day support of medium-scale maintenance projects meeting customer requirements and Service Level Agreements. The activities include ensuring that the team conducts health checks, conducts application monitoring, handles customer queries, investigates incidents reported, resolves the incidents and applies fixes, and also ensures that incidents reported are tracked and resolved till closure and assists in training and guiding junior team members.

You will be part of a team of highly motivated individuals in the IT Governance Team, managing the services delivery and operations support of IT infrastructure on behalf of a key client of NCS. 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. You should also be familiar with relevant IT Infrastructure domains.

If you thrive on being part of IT Services delivery and on 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.

What will you do?

Project Delivery

• Act as a focal point for all support-related queries and issues.
• Review transition plans, enhancement milestones, and deliverables in consultation with support teams and customers.
• Review with the support team to ensure that all support tasks and deliverables meet quality and service levels.
• Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer.
• Notify/escalate any ‘out of scope’ variations to services to Program Director / Service Delivery Director (SDD).
• Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD).
• Review and approve service request/enhancement effort, schedules, and risk plans.
• Review and raise resource requirements.
• Responsible for resource forecasting and planning.
• Review, monitor and report project health status.

Customer/Vendor Management

• Liaise with third-party vendors, customer technical teams, and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations.
• Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) within the agreed timeframes.

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity.
• Be involved in pre-sale activities.

Team Management

• Delegate tasks effectively by providing clear and specific instructions and goals.
• Plan, track, and monitor the tasks assigned to the team leader/members.
• Participate in leadership activities and provide performance feedback and developmental coaching.
• Monitor and improve team performance, providing leadership, coaching, and performance management.

Specifically, you will be performing the following scope of work for the IT Security systems and devices for a key client of NCS:

IT Service Management

• Monitor and report on the SLAs/KPIs performance for the in-scope systems, according to the IT Infrastructure domains, to the client.
• Liaise and work directly with client (stakeholders, Ops Managers and/or Contractors) for the purpose of services delivery and operations support.
• Monitor and update client on operation concerns 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 - Operations, Service Review, Audit and Management Meeting.
• Review reports from the IT Infrastructure Operations & Support (O&S) project teams.
• Provide leadership 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 endpoints) records maintained and updated by Client appointed Asset Officer.
• Maintain oversight and review the obsolescence of IT assets across the IT Infrastructure.
• Prepare and submit reports to Client.

Cybersecurity Incident Management

• Lead a Cybersecurity Incident Response Plan to manage and stop the damaging consequences of a cybersecurity incident, remove the threat and restore the affected systems and services.
• Lead and oversee the conduct of root cause analysis and recommend solutions or measures to prevent recurring cybersecurity incidents to the Client.

IT Security Management

• Able to lead and to design and develop, implement, manage and enforce Cybersecurity / Information Security policies and processes.
• Provide advisory consultation to other SMOs of various IT Infrastructure domains.
• 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 a 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, policies, directives and guidelines.
• Declare, review and report compliance status to SMO head office annually.
• During audit exercise, work with stakeholders to provide responses and evidence 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 candidate should possess:

• At least 3 to 5 years of relevant experience in Infrastructure Service Delivery Management.
• Strong knowledge in process improvement methodologies and tools.
• Understanding of Software Development Lifecycle (SDLC).
• Degree in Information Systems, Computer Science or equivalent.
• 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 relationships.
• Certification in IT Service Management and/or ITIL (v3 or above).
• Proficient in written and spoken English.
• Able to travel as required.

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.