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
We are searching for a
Service Desk Manager (SDM) to be part of our diverse team of talent here at NCS!
Overview
This role manages the service desk team to deliver high-quality customer service in incident management and SLA compliance. The position monitors daily team operations and ensures that inquiries are promptly attended to while coaching and developing staff.
What will you do
Key Responsibilities
Data Analytics & Service Improvement
- Demonstrated expertise in leveraging operational data analytics to uncover insights, drive continuous service improvements, and optimise incident resolution and customer satisfaction.
- Ability to translate data trends into actionable strategies that enhance overall Service Desk performance and drive innovation.
Customer Experience & Service Excellence
- Passionate about delivering outstanding customer experience, with a track record of designing and implementing customer-centric processes.
- Experience in integrating customer feedback and data to inform service enhancements and measure progress against key experience metrics.
AI & Technology Enablement
- Advanced understanding of AI technologies, and automation within a Service Desk environment.
- Proven experience in deploying, and optimising technologies such as contact center systems, CRM, ITSM platforms, Quality Assurance tools, and Knowledge Management Systems.
- Ability to champion AI-driven solutions and drive adoption among Service Desk teams to improve efficiency and responsiveness.
Leadership & Team Development
- Experience in building, leading, and managing both co-located and virtual teams.
- Proven ability to develop and implement staff training programmes focused on digital skills, data literacy, customer experience, and emerging technologies.
- Strong people management skills, with a demonstrated ability to foster a culture of operational excellence and high performance.
Process & Knowledge Management
- Track record of establishing Service Desk policies, procedures, and knowledge management practices that promote efficiency and consistency.
- Familiarity with the ITIL framework, especially Service Desk, Incident Management, Problem Management, and continual service improvement.
Innovation & Transformation
History of successfully leading Service Desk implementation and transformation projects. Practical experience in applying Service Design Thinking to re-imagine customer journeys and enhance service delivery.
Qualifications
The ideal candidate should possess:
- Minimum 3 years of hands-on Service Desk front and back-office experience.
- Minimum 5 years in a management role leading a Service Desk team.
- Proven track record in a highly matrixed organizational environment, delivering service improvements and operational excellence.
- Proficient in written and spoken English to provide clear instructions, advisory services, training, and prepare submissions as required.
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.
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 [Confidential Information].
