Lead Service Delivery Manager, Defense [#Career Matching Partners]

Overview

As a Lead Service Delivery Manager Service Leadership managing day to day support of medium scale maintenance projects meeting customers requirements and Service Level Agreements. 

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. 

What will you do

Service Management & Operations

• Ensure the team conducts health checks application monitoring and incident resolution.
• Track and resolve reported incidents to closure.
• Align or enhance ITSM/ITIL methodologies in daily operations (e.g. Change Incident Problem Release Management & CMDB).
• Monitor and measure system performance and availability implementing corrective actions as needed.
• Ensure service levels meet requirements and implement action plans when necessary.

Project Delivery

• You will be performing the following scope of work for the IT Security systems and devices for a key client of NCS:
  1. IT Service Management
  2. IT Configuration Management
  3. Cybersecurity Incident Management
  4. IT Security Management
  5. IT Security Compliance & QA Management

IT Service Management

• Monitor and report on the SLAs/KPIs performance for the inscope systems according to the IT Infrastructure domains to the client.
• Liaise and work directly with client (stakeholders Ops Managers and/or Contractors) for the purpose of services delivery and operations 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 Operations Service Review Audit and Management Meeting.
• Review reports from the IT Infrastructure Operations & Support (O&S) project teams
• Provide leadership 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

(Pertaining to the Clients IT Security System and Devices)

• Periodically review IT asset inventory (hardware software network equipment network attached equipment and endpoints) records maintained and updated by Client appointed Asset Officer.
• Maintain oversight and review the obsolescence of IT assets across the IT Infrastructure.
• Prepare and submit reports to Client.

Cybersecurity Incident Management

• Lead a Cybersecurity Incident Response Plan to manage and stop the damaging consequences of a cybersecurity incident remove the threat and restore the affected systems and services.
• Lead and oversee the conduct of root cause analysis and recommend solutions or measures to prevent recurring cybersecurity incidents to the Client.

IT Security Management

• Able to lead and to design and develop implement manage and enforce Cybersecurity / Information Security policies and processes.
• Provide advisory consultation to other SMOs of various IT Infrastructure domains
• 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 Clients acceptance and approval of assessed risks.

IT Security Compliance & OA 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.
• Act as a focal point for all support related queries and issues
• Review transition plans enhancement milestones and deliverables in consultation with support teams and customer
• Review with support team to ensure that all support tasks and deliverables meet quality and service levels
• Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and  Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
• Notify/escalate any out of scope variations to services to Program Director / Service Delivery Director (SDD)
• Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director ( SDD)
• Review and approve service request/enhancement effort schedules and risk plans
• Review and raise resource requirement
• Responsible for resource forecasting and planning
• Review monitor and report project health status

Customer & Vendor Management

• Liaise with third party vendors customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operations
• Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
• Be involved in presale activities

Team Management

• Delegate tasks effectively by providing clear and specific instructions and goals
• Plan track and monitor the tasks assigned to the team leader/ members
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance providing leadership coaching and performance management 

Qualifications :

The ideal candidate should possess:

Qualifications & Experience:

• Educational Qualification: Degree in Information Systems Computer Science or equivalent
• Years of IT Project Management Experience: 10 years.
• Strong experience in IT Service Management aligned with ITIL frameworks.
• Technical project management experience with leadership responsibilities.
• Experience managing large diverse IT teams (helpdesk systems network middleware database etc.).
• Proven ability to monitor and optimize system performance and service availability.

Skills & Certifications:

• Mandatory: ITIL IT Service Management certification.
• Preferred: PMP CITPM certification.
• Strong expertise in ITSM/ITIL methodologies (Change Incident Problem Release Management & CMDB).
• Ability to lead and mentor junior team leads and engineers.
• Excellent customer service and stakeholder management skills.
• Strong analytical troubleshooting and problemsolving abilities.

Additional Information :

We are driven by our AEIOU beliefsAdventure Excellence Integrity Ownership and Unityand 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.

Remote Work :

No

Employment Type :

Fulltime