Service Delivery Manager / Senior Manager (IT Service Management Office)
NCS Ang Mo Kio Full-time
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 an IT Service Management Officer (SMO), you will be 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.
What will you do?
You will be performing the following scope of work for a system or a family of systems for a NCS key client:
Service Management- Monitor, report and ensure that the SLA/KPI of the in-scope systems are to be met, 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 provide regular update to 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 and highlight in advance to client in any eventualities of potential obsolescence.
Prepare and submit report to Client
Incident Management- Lead investigation and ensure resolution of incident within stipulated SLA time
- Conduct root cause analysis and recommend improvement solution for recurrent incident to Client
- Ensure proper sign-off/endorsement by client for incident resolution/closure and associated archival/repository
- 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.
- Ensure application/software/system are updated with the latest virus/security patches
- Escalate and/or seek Client’s acceptance and approval of assessed risks.
- 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 possess:
- 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
- Must be customer-oriented
- Able to lead, develop and maintain respectful and trusting relationship
- Able to travel to customer sites as and when required
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