Lead Service Delivery Manager

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 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

You will lead a team of highly motivated individuals in the DC Facility Management, managing Data Centre building operations and facilities management 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

The following are the activities in each scope of work:

Service Management

· Manage all facilities operations, planning, maintenance, documentation and DC Operations in the mission critical infrastructure

· Lead the facilities and building operations team in the DC in required maintenance and training

· Ensure DC facilities fulfil requirements stated under the following processes of Change Management, Configuration Management, Incident Management, Problem Management, Vulnerability and Patch Management, Inventory & Disposal Management

· Monitor and report on the SLA/KPI of the in-scope systems, grouped under the Data Centre building operations and facilities management, 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 - CCC, Operations, Service Review, Audit and Management Meeting.

· Lead and manage the O&S Team 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

· Provide technical advice in facilities management, and support of technical matters to regulatory codes and compliances

Configuration Management

· Ensure DCIM is updated with all equipment movement request

· Ensure DCIM fulfil requirements stated under the following processes of Account and Access Management, Backup Management, Change Management, Configuration Management, Incident Management, Log Management, Problem Management, Vulnerability and Patch Management, Inventory & Disposal Management

· 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

· Ensure Security System (e.g. surveillance system, EKP, access control systems) is updated with latest updates/patches

· Track, mitigate and deploy patch security vulnerabilities accordingly to the stipulated timeline. Maintain oversight and submit reports on monthly basis.

· 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.

· 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 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 profile should have / be:

· Degree in Information Systems, Computer Science or equivalent

· 8 – 10 years of experience in Data Center Critical infrastructure management.

· Strong knowledge in Critical Electrical and Mechanical equipment in Data Centres such as UPS, STS, DRUPS, CRAH/CRAC units, PDUs, Chillers, BMS and Fire Systems.

· Ability to conduct presentations and meetings

· 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 relationship

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.

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