Senior Operations Manager

NCS Group; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

NCS Group is seeking an experienced Operations Manager to lead field and service operations, ensuring timely CM/PM execution and adherence to contractual SLAs. You will oversee manpower planning, process standardization, and continuous improvement initiatives across a multi-vendor ecosystem in the Asia Pacific region.

The role emphasizes service quality, asset management, training, and compliance, with collaboration across cross-functional teams to deliver high-quality, cost-efficient service

Qualifications

• Degree or higher in a relevant field.
• 10+ years of IT experience.
• Strong knowledge in IT Security.
• Familiarity with ITIL IT Service Management and NMIS.
• Strong leadership, analytical, and decision-making capabilities.
• Excellent communication and coordination skills.
• Proven ability to manage operations, manpower planning, and SLA-driven environments.

Responsibilities

• Oversee daily field and service operations through Operations Leads, ensuring timely execution of CM and PM activities.
• Manage manpower planning and roster rotation to ensure 24×7 coverage and SLA adherence.
• Drive operational readiness, standardization, and compliance with maintenance processes and documentation standards.
• Monitor resource-to-incident ratio, balancing manpower utilization, cost efficiency, and service quality.
• Support the Operations Director in ensuring engineers maintain required certifications, OEM accreditations, and training.
• Identify competency gaps, coordinate structured training plans, and track skills matrix for the operations team.
• Mentor and coach team leads to enhance technical depth, communication, and incident ownership.
• Define, maintain, and improve SOPs for preventive and corrective maintenance, escalation handling, and reporting.
• Develop standardized templates, checklists, and documentation frameworks for consistent service quality.
• Conduct site audits and quality checks to ensure compliance with SOPs, safety, and customer specifications.
• Lead lessons-learned sessions and institutionalize operational best practices across service teams.
• Lead root-cause analyses and post-incident reviews to address systemic issues.
• Collaborate with internal teams to streamline workflows and enhance customer experience.
• Champion continuous service improvement, process automation, and dashboard reporting initiatives.
• Track and optimize resource utilization relative to ticket volume and SLA targets.
• Analyze operational metrics to recommend productivity and cost-efficiency improvements.
• Oversee spares stock availability and sparing strategy to meet contractual SLAs.
• Forecast hardware demand based on device population, failure trends, and incident history.
• Maintain visibility of spares inventory, repair turnaround, and vendor RMA status.
• Define spares stocking policies, shelf-life management, and replenishment triggers.
• Review sparing utilization and adjust strategies for cost, coverage, and service assurance.
• Coordinate with Sales Specialists and Presales teams on maintenance contracts, renewals, and compliance reviews.
• Liaise with OEM and partner vendors (e.g., Cisco, Check Point, Fortinet, Aruba, Alcatel) for escalation and RMA support.
• Support vendor performance evaluations and maintain strong partner relationships.
• Participate in tenders, resource estimation, and operational costing with Presales and Finance.
• Ensure accurate operational inputs are reflected in proposals and contract documentation.
• Track operational expenditure and reduce cost per incident while maintaining SLA compliance.
• Prepare regular operational performance reports and dashboards for management.
• Support the Operations Director in executive reviews, audits, and client meetings.
• Ensure accurate escalation documentation and timely communication across operational stakeholders.

Skills

IT Leadership

IT Security

ITIL

NMIS

Strategic Planning

Stakeholder Management

Team Coaching

SLA Management

Vendor Management

Data Analysis

Education

Bachelor's degree or higher

Tools

NMIS

Job 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

The Operations Manager provides operational leadership and governance across field and service operations, ensuring timely execution of corrective and preventive maintenance (CM/PM) activities. This role oversees manpower planning, process standardization, and adherence to contractual SLAs. The Operations Manager is also responsible for driving service quality, people development, asset management, and continuous improvement initiatives while collaborating with cross-functional teams, vendors, and partners to ensure efficient and high-quality service delivery.

What will you do?

• Oversee daily field and service operations through Operations Leads, ensuring timely execution of CM and PM activities
• Manage manpower planning and roster rotation to ensure 24×7 coverage and SLA adherence
• Drive operational readiness, standardization, and compliance with maintenance processes and documentation standards
• Monitor resource-to-incident ratio, balancing manpower utilization, cost efficiency, and service quality
• Support the Operations Director in ensuring engineers maintain required certifications, OEM accreditations, and training
• Identify competency gaps, coordinate structured training plans, and track skills matrix for the operations team
• Mentor and coach team leads to enhance technical depth, communication, and incident ownership
• Define, maintain, and improve SOPs for preventive and corrective maintenance, escalation handling, and reporting
• Develop standardized templates, checklists, and documentation frameworks for consistent service quality
• Conduct site audits and quality checks to ensure compliance with SOPs, safety, and customer specifications
• Lead lessons-learned sessions and institutionalize operational best practices across service teams
• Lead root-cause analyses and post-incident reviews to address systemic issues
• Collaborate with internal teams to streamline workflows and enhance customer experience
• Champion continuous service improvement, process automation, and dashboard reporting initiatives
• Track and optimize resource utilization relative to ticket volume and SLA targets
• Analyze operational metrics to recommend productivity and cost-efficiency improvements
• Oversee spares stock availability and sparing strategy to meet contractual SLAs
• Forecast hardware demand based on device population, failure trends, and incident history
• Maintain visibility of spares inventory, repair turnaround, and vendor RMA status
• Define spares stocking policies, shelf-life management, and replenishment triggers
• Review sparing utilization and adjust strategies for cost, coverage, and service assurance
• Coordinate with Sales Specialists and Presales teams on maintenance contracts, renewals, and compliance reviews
• Liaise with OEM and partner vendors (e.g., Cisco, Check Point, Fortinet, Aruba, Alcatel) for escalation and RMA support
• Support vendor performance evaluations and maintain strong partner relationships
• Participate in tenders, resource estimation, and operational costing with Presales and Finance
• Ensure accurate operational inputs are reflected in proposals and contract documentation
• Track operational expenditure and reduce cost per incident while maintaining SLA compliance
• Prepare regular operational performance reports and dashboards for management
• Support the Operations Director in executive reviews, audits, and client meetings
• Ensure accurate escalation documentation and timely communication across operational stakeholders

Qualifications

• Degree or higher in a relevant field
• More than 10 years of IT experience
• Strong knowledge in IT Security
• Skilled in ITIL IT Service Management and Network Management Information System (NMIS)
• Strong leadership, analytical, and decision‑making capabilities
• Excellent communication and coordination skills
• Proven ability to manage operations, manpower planning, and SLA‑driven environments

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.