Lead Service Delivery Manager, Infrastructure IT

**Lead Service Delivery Manager, Infrastructure IT Security Governance**:
**Date**:28 Nov 2024

**Location**: Singapore, Singapore

**Company**:Singtel Group

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.

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 customer
- Review with 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 requirement
- Responsible for resource forecasting and planning
- Review, monitor and report project health status

**Customer/Vendor Management**
- Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with 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 providing 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 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 - 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**
- Pertaining to the Client’s IT Security systems and devices,
- 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 Cybersec