Job Description

Singapore, Singapore
Company: Singtel Group
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.
We're searching for a Senior Service Manager to be part of our diverse team of talent here at NCS!
Overview
The senior service manager is a highly driven individual who is part of the service management team that ensures all contracts are actively managed and fronts external customers directly. This role is required to have IT experience and broad knowledge across infrastructure and cybersecurity technologies. He/she shall be the single point of contact for internal and external stakeholders while bearing overall responsibility for the projects financial health and lead the project from commencement to completion.
What will you do?

• Acting as a Single Point of Contact in Client Engagement for all maintenance contracts in the accounts
• Collaborate with various stakeholders to ensure maintenance contracts are onboarded successfully and readily supported by Operations team and vendors inclusive
• Taking ownership of the awarded scope, SLA, cost expenditure plan of maintenance contracts managed by him/her
• Managing and active tracking of activities pertaining to the maintenance contracts to ensure that all aspects of the scope and SLA are met
• Executing decisions pertaining to support activities and/or service requests where scope of work is not clearly defined contractually
• Financials forecasting of revenue and costs of ongoing projects/contracts with minimum deviation
• Monitoring/ Tracking P&L of ongoing projects/contracts, ensuring costs do not overrun
• Provide presales support where required to assist in tender bid preparations or maintenance renewals
• Evaluating project and team requirements and delivering continuous process and service improvements while delivering improved margins
• Support escalation cases and ensure action plans are created and implemented until resolution of incidents
• Develop and maintain key performance indicators (KPIs) to assess team performance, and continuously work to improve and exceed targets
• Negotiate with vendors and work with multiple teams to ensure adequate resources are available during various phases of the project
• Work closely with client users and operations teams on change request effort, schedules and prioritize changes based on business needs
• Clear and open communication with customers on project issues, clarifications and areas for improvement
• 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
• Provide thought leadership and coaching to team members to ensure that all tasks and deliverables are tracked to meet obligations to clients
• Foster good collaboration between various teams and build communication channels to ensure the requirements can be met from an end to end perspective
• Support and drive leadership activities/initiatives to tap on new technologies or improve team performance
• To drive continuous improvement for processes and internal governance for project management with objective of improving client satisfaction and quality of work
• Ensure all awarded scope and services are delivered timely and accepted by internal and external stakeholders

The ideal candidate should possess:

• Preferably 7 -10 or more years of IT project management experience
• Strong knowledge in process improvement methodologies and tools
• Self-motivated with a positive "can-do" attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
• Ability to lead, develop and maintain respectful and trusting relationship
• Good customer management experience
• Proficient in written and spoken English
• Certification in IT Service Management and/or ITIL (v3 or above), PMP or Project Management related certifications
• Degree in Computer Science / Computer Engineering / Information Technology related field, or IT equivalent
• Able to travel as required

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.