Lead Service Delivery Manager (Service Management)
About the role
Date: 2026-07-08
Location: Singapore, , Singapore
Company: NCS
Job Requisition ID: 173822
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:
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 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
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
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.
Qualifications
BSc degree in Computer Science or similar relevant field
Prefer to have technical certification such as CCNA, CCNP, CCIE or equivalent
Be ITIL Foundation certified
Familiar with ISO 9001 and ISO 27001
Have eight (10) years of working experience in the Information Technology (IT) field, with a focus on infrastructure planning, data centre operations and network
Hands on experience in networking, routing and switching, TCP/IP
Good understanding of network protocols and standards
Good working knowledge managing enterprise network, technically competent in LAN, WIFI, WAN technologies
Have at least five (5) years of experience in leading a team in a similar capacity
In depth knowledge of best practices around management, control, and monitoring of network infrastructure
Outstanding organizational and time management skills
Excellent communication and leadership skills
Analytical thinker and problem solver
Attention to details
Have good interpersonal, presentation, written and communication skills
Maintain effective communication channels with stakeholders
Manage issues & risks and ensure timely escalation
Ability to manage concurrent tasks
Additional Information
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.
Learn more about us at ncs.co and visit our LinkedIn career site.
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.
Learn more about us at ncs.co and visit our LinkedIn career site.
Scam Alert
We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.
Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at reachus@ncs.com.sg.
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