Lead Service Delivery Manager (Govt project)

About the role

This position calls for a senior service delivery leader to oversee data centre facilities and building operations for an important client engagement. You will guide a committed team in mission-critical infrastructure operations and act as the main point of coordination across stakeholders, vendors, and client-side teams.

The role suits someone with deep hands-on experience in vendor and user environments, strong service delivery discipline, and the ability to improve operating practices while maintaining compliance, resilience, and service quality.

Service management

• Oversee all facilities operations, planning, upkeep, documentation, and daily data centre operations within mission-critical infrastructure.
• Coach and direct the facilities and building operations team, including maintenance planning and training support.
• Make sure data centre facilities meet process requirements related to change, configuration, incident, problem, vulnerability and patch, and inventory/disposal management.
• Track SLA and KPI performance for in-scope systems and report results for data centre building operations and facilities management to the client.
• Work closely with client stakeholders, operations managers, and contractors to support delivery and ongoing maintenance.
• Keep the client informed on operational issues and compliance matters and recommend suitable resolutions.
• Prepare monthly summaries and progress updates covering system health, status, risks, and the condition of CR/SR and system problems.
• Attend and contribute to management forums such as CCC, operations, service review, audit, and management meetings.
• Lead the O&S team during audits, disaster recovery/business continuity exercises, and backup and recovery activities.
• Recommend practical improvement measures to strengthen governance and compliance, improve efficiency, and enhance work quality and processes.
• Prepare the annual management plan and submit the compiled version to the client.
• Offer technical guidance on facilities management and on matters linked to regulatory codes and compliance.

Configuration management

• Ensure DCIM records are kept current for every equipment movement request.
• Confirm that DCIM supports the required controls for account and access, backup, change, configuration, incident, log, problem, vulnerability and patch, and inventory/disposal management.
• Maintain oversight of obsolescence at the system-family level and review it regularly.
• Prepare and submit the required reports to the client.

Incident management

• Lead incident investigation and closure activities.
• Carry out root-cause analysis and propose corrective improvements for recurring incidents.

IT security management

• Keep security systems such as surveillance, EKP, and access control solutions updated with the latest patches and updates.
• Track security vulnerabilities, apply mitigation steps, and deploy patches within the required timeline while providing monthly status reporting.
• Plan security scans for identified systems according to policy and verify that remediation has been completed properly.
• Perform weekly reviews of system access and administration patterns, and report any unusual or suspicious activity to SMO Head Office.
• Escalate assessed risks and/or obtain client approval and acceptance where needed.

IT security compliance and QA management

• Ensure system compliance with all applicable standards, policies, directives, and guidelines.
• Declare, review, and report compliance status to SMO head office on an annual basis.
• During audits, coordinate with stakeholders to provide responses, supporting evidence, and compliance declarations to auditors.
• Prepare rectification plans for any identified gaps or audit issues.
• Request waivers for compliance requirements when justified.
• Keep all relevant standards, policies, directives, guidelines, deliverables, and QA records properly filed and up to date for audit and review purposes.
• Partner with the client on system enhancements needed to address policy changes and audit requirements.

Qualifications

You should hold a degree in Information Systems, Computer Science, or an equivalent field, and bring 8 to 10 years of experience in managing critical data centre infrastructure. Strong knowledge of electrical and mechanical equipment used in data centres is essential, including UPS, STS, DRUPS, CRAH/CRAC units, PDUs, chillers, BMS, and fire systems.

The role also requires confidence in presenting to groups, leading meetings, and building trusted relationships. The ideal candidate is self-driven, positive, creative, and able to communicate, negotiate, persuade, and collaborate effectively.

Additional information

NCS describes its culture through the AEIOU beliefs: Adventure, Excellence, Integrity, Ownership, and Unity. The organisation looks for people who reflect these values in both work and personal conduct. Its broader mission focuses on valuing clients, growing people, and creating the future.

NCS also notes that there are fraudulent job offers and impersonation attempts involving fake recruiter identities and phishing emails. Official communications only come from verified corporate addresses ending in @ncs.com.sg. If there is any doubt, candidates are advised to verify the sender by contacting [email protected].