Senior Service Delivery Manager (Systems Mgt Office - Compliance Ops)

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. 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, Cybersecurity 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. Responsibilities 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 • Cybersecurity 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 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. • BSc degree in Computer Science or similar relevant field • Be ITIL Foundation certified • Familiar with ISO 9001 and ISO 27001 • Relevant cybersecurity, audit, risk or security platform certifications will be an advantage • At least ten (10) years of relevant experience in security infrastructure, security operations, or security platform administration • Hands-on experience in administering and supporting security and compliance platforms such as Tenable, BeyondTrust, Splunk, or equivalent solutions • Experience in vulnerability management, privileged access management, compliance monitoring, remediation tracking, and security reporting • Understanding of network protocols and standards • 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 system 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 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. 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