NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
As a Service Excellence Manager/Director you will be responsible for ensuring that services delivered to customers consistently meet contractual and agreed performance standards. You will proactively prevent customer escalations and missed SLAs, driving service improvements through process optimization, automation, and innovation. In this role, you will adopt and implement best ITIL practices and lead the integration of lean strategies into operations.
What will you do
- Responsible for ensuring services delivered to customer(s) meet with the contractual and other agreed upon performance.
- Proactively prevent customer escalations and/or missed SLAs before they can happen.
- Drive service improvements through process optimization, automation and innovation.
- Adopt and implement best ITIL practices into operations.
- Lead and implement lean strategies into operations.
- Facilitate regular quality management meetings to review service performance, and process performance and conformity, discuss quality matters, and review the progress and effectiveness of corrective/improvement plans.
- Own after action review (AAR) process.
- Develops and implements strategies to improve customer satisfaction and loyalty by overseeing service quality across all practices in Cyber MSS, analyzing customer feedback, driving innovation in service delivery, and collaborating with cross-functional teams.
The ideal candidate should possess:
- Candidate must possess at least a Degree in Computer Science, Engineering or Information Systems and related studies with at least 10 to 15 years of relevant experience.
- CISSP, CISM, CISA, and ITILv4 certifications preferred.
- Good understanding and knowledge of ITILv4/ISO 20000 standards and procedures specific to Change, Configuration, Release, Problem and Incident Management.
- Working knowledge of security operations, security risk management, security governance framework and compliance, technical vulnerability management, application security, system hardening, security incident response and security assessment.
- Demonstrates good communication and listening skills.
- Result-oriented with strong problem-solving skill, meticulous, proactive and resourceful.
- Able to collaborate and influence internal and external partners/stakeholders.
- Strong leadership, interpersonal and conflict resolution skills
- Due to project sensitivity, only Singapore Citizen will be considered
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.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
