Senior Service Delivery Manager (Service Management)

## Company Description NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group. ## Job Description Your 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. **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** - 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 - CAB, 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 **2. 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. - Prepare and submit report to Client **3. Incident Management** - Lead investigation and resolution of incident - Conduct root cause analysis and recommend improvement solution for recurrent incident to Client **4. 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. - 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. **5. 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 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…