Senior Operational Lead, Managed Services

NCC Group; Taguig; On-site; PHP 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Transportation and rice allowances

Night differential, overtime pay and /

13th-month pay and bonus plan

Day-1 HMO healthcare coverage for you

Outpatient medicine reimbursement

Group life insurance

EAP with 24/7 counselling

Generous vacation and sick leave

Special Time Off

Company share plan & Sharesave

Job summary

NCC Group is seeking a Senior Operational Lead for Managed Services in Manila. The role leads regional teams delivering cyber services, driving performance, quality, and client satisfaction across global stakeholders.

You will align with global MS leadership, manage KPIs, and push continuous improvement while collaborating across cross-functional teams to maintain service excellence in a fast-paced environment.

Qualifications

• Strong planning and organisational skills to manage multiple priorities.
• Effective communication to convey complex information clearly.
• Stakeholder management and relationship-building capabilities.
• Problem-solving and analytical thinking with sound judgement.

Responsibilities

• Collaborate with VP, Managed Cyber Operations to ensure service performance and client satisfaction.
• Serve as liaison between Manila team and global leaders on performance of managed services.
• Foster effective communication and collaboration aligned with global strategic initiatives.
• Oversee high performance of in-life delivery of all Manila Managed Services functions.
• Maintain high standards of quality, responsiveness, and client interaction as needed.
• Institute quality assurance to uphold industry standards in service delivery.
• Drive cohesive approach to achieve organisational objectives.
• Track and report KPIs for service quality, output accuracy, and customer satisfaction.
• Lead continuous improvement initiatives to exceed performance benchmarks.
• Stay informed about trends in cybersecurity and MSSP operations.

Skills

Planning

Communication

Stakeholder management

Problem solving

Autonomy & collaboration

Quality & accuracy

Adaptability

Job description

Senior Operational Lead, Managed Services

Department: Cyber Services and Capabilities

Employment Type: Full Time

Location: PHL Manila

Description

Position Title: Senior Operational Lead, Managed Services

Location: Taguig City, Metro Manila - 2 days per week onsite

Role Purpose

This operational leadership role is responsible for spearheading and driving the high performance of the in-region teams that comprise the Managed Services function of NCC Group in Manila. Deploying the strategy that has been set by the MS capability lead and global directorship, you will lead a high-performing globally-facing function and will be responsible for bringing the teams together to achieve common and shared business objectives.

You will closely collaborate with global MS leadership stakeholders, wider NCC Group teams, cross-functional stakeholders and your own global team to drive impactful change and growth, firmly placing exceptional cyber service delivery as a critical differentiator in terms of delighting clients and maintaining client loyalty. You will also ensure that all KPIs, particularly around quality of service, customer satisfaction and operational cost optimisation, are consistently achieved or exceeded.

Key Responsibilities

Summary

• Collaborate closely with the VP, Managed Cyber Operations to ensure service performance and client satisfaction levels are met, both internally and externally
• Act as a principal liaison between the Manila team and global leaders in all matters relating to performance of managed services teams in Manila.
• Cultivate a culture of effective communication and collaboration to ensure seamless alignment with global strategic initiatives.
• Apply oversight and continued focus around ensuring the high performance of in-life delivery of all Managed Services functions in Manila.
• Maintain high standards of quality, responsiveness, and communication throughout the Manila Managed Services teams, directly interacting with end clients where appropriate.
• Institute a culture of quality assurance to uphold and exceed industry standards in service delivery.
• Maintain a cohesive and strategic approach to achieve organisational objectives.
• Track and report on key performance indicators (KPIs) that demonstrate the business health of our cyber defence services, focusing on quality of service, accuracy of output, and customer satisfaction.
• Drive continuous improvement initiatives to exceed performance benchmarks and customer expectations.
• Stay informed about the latest trends, threats, and developments in cybersecurity and MSSP operations.

Skills, Knowledge & Expertise

What we are looking for in you

• Strong planning and organisational skills, with the ability to manage multiple priorities.
• Effective communication skills, able to convey complex information clearly to different audiences.
• Effective stakeholder management and relationship building capabilities.
• Problem-solving and analytical thinking, with sound judgement and decision-making.
• Ability to work autonomously while collaborating effectively across teams.
• High attention to detail and commitment to quality and accuracy.
• Adaptability and resilience in a fast paced, changing environment.
• Proactive approach to identifying risks, issues, and improvement opportunities.
• Any other reasonable duties as required by management from time to time.

Ways of working

• Focusing on Clients and Customers.
• Working as One NCC.
• Always Learning.
• Being Inclusive and Respectful.
• Delivering Brilliantly.

Our company

At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams' partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.

Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.

Come join us?

Job Benefits

What do we offer in return?

We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:

• Transportation and rice allowances
• Night differential, overtime pay and holiday pay
• 13th-month pay and performance-based bonus plan
• Day-1 HMO healthcare coverage for you and dependents
• Outpatient medicine reimbursement
• Group life insurance, accidental death & disability cover
• Employee Assistance Program (EAP) with 24/7 confidential counselling
• Generous vacation and sick leave, available from Day 1
• Special Time Off: Take time off for those big moments in life, like getting married/civil ceremony, becoming a grandparent, and welcoming home a new pet.
• Company share plan & Sharesave scheme allowing discounted share purchase through monthly savings

So, what's next?