Senior Service Manager

Company Description

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.

Job Description

As a Service Manager, you will be a highly driven individual who is part of the service delivery team that ensures all contracts are actively managed and fronts customers directly. You are required to have IT experience and broad knowledge across infrastructure and cybersecurity technologies. You shall be the single point of contact for internal and external stakeholders while bearing overall responsibility for the project’s financial health and leading the project from commencement to completion.

What will you do?

Provide leadership and management of the Service Support Office and Project Administration in supporting clients

Act as the single point of contact in client engagement

Represent OneCare when engaging clients, third-party vendors, principals, NCS CSU, and Sales Specialists

Own the scope, SLA, and cost plan of maintenance contracts managed

Manage and monitor service activities to ensure all aspects of scope and SLA are met

Execute decisions related to support activities and service requests where scope of work is not clearly defined contractually

Forecast revenue and costs of ongoing projects and contracts with minimal deviation

Monitor and track P&L of ongoing projects and contracts

Manage costs of ongoing contracts to ensure project margin targets are achieved

Support Sales during negotiations of scope, SLA, and cost plans

Liaise with PMA and CSU Finance on revenue forecast, accrual, cost forecast, and posting

Evaluate needs and deliver continuous process and service improvements

Manage and prioritize service requests, dispatch technicians, and monitor progress to meet SLAs

Develop and maintain KPIs to assess service performance and drive improvement

Negotiate with vendors and internal teams to ensure adequate resource availability

Build relationships with users, technical staff, and management to resolve implementation issues

Manage contracts and subcontractors effectively

Negotiate with customers on change requests, schedules, and prioritization based on business needs

Maintain clear and open communication with customers on project issues or clarifications

Identify opportunities for service expansion or improvement and liaise with Account Managers for development

Participate in presales activities as required

Liaise with team members to ensure all tasks and deliverables are on schedule

Plan, track, and monitor team assignments and progress

Delegate tasks effectively with clear and specific instructions and goals

Provide leadership to ensure proposals and enhancements are fully analyzed and evaluated for benefits and costs

Communicate business needs, priorities, and system details accurately to project teams

Participate in leadership activities, performance feedback, and developmental coaching

Monitor and improve team performance through leadership, coaching, and performance management

Qualifications

Degree in Computer Science, Computer Engineering, Information Technology, or related field

Minimum 5 years of IT project management experience

Strong knowledge in process improvement methodologies and tools

Good customer management experience

Proficient in written and spoken English

Able to travel as required

Self-motivated with a positive “can-do” attitude

Creative with excellent presentation, communication, negotiation, and interpersonal skills

Strong persuasive techniques

Ability to lead, develop, and maintain respectful and trusting relationships

IT Service Management and/or ITIL (v3 or above) certifications

Additional Information

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.

Scam Alert

We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.

Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at reachus@ncs.com.sg.