Senior Service Manager

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

Job summary

NCS Pte Ltd seeks an experienced Service Manager to join the service delivery team in Singapore. You will manage contracts, lead service operations, and act as the key liaison with clients, vendors, and internal teams to ensure project success and financial health.

You will drive continuous improvement across service delivery, oversee SLA adherence, and contribute to presales support where needed, while mentoring junior staff and shaping performance metrics.

Qualifications

• Minimum 5 years of IT project management experience.
• Strong knowledge of process improvement methodologies and tools.
• Proficient in written and spoken English.
• Willingness and ability to travel as required.
• Self-motivated with a positive can-do attitude.
• Excellent presentation, communication, and interpersonal skills.
• Ability to lead, develop, and maintain respectful and trusting relationships.
• ITIL (v3 or above) certifications in ITSM.

Responsibilities

• Provide leadership and management of the Service Support Office and Project Administration in supporting clients
• Act as the single point of contact in client engagement
• Own the scope, SLA, and cost plan of maintenance contracts managed
• Forecast revenue and costs of ongoing projects and contracts with minimal deviation
• Monitor and track P&L of ongoing projects and contracts
• Negotiate with vendors and internal teams to ensure adequate resource availability
• Liaise with Finance on revenue forecast, accrual, cost forecast, and posting
• Identify opportunities for service expansion or improvement and liaise with Account Managers for development

Skills

IT Project Management

Process Improvement

English Proficiency

Travel Flexibility

Self-motivation

Presentation Skills

Communication Skills

Leadership

ITIL Certification

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

As a Service Manager, you will be a highly driven individual who is part of the service delivery team that ensures all contracts are actively managed and fronts customers directly. You are required to have IT experience and broad knowledge across infrastructure and cybersecurity technologies. You shall be the single point of contact for internal and external stakeholders while bearing overall responsibility for the project’s financial health and leading the project from commencement to completion.

What will you do?

• Provide leadership and management of the Service Support Office and Project Administration in supporting clients
• Act as the single point of contact in client engagement
• Represent OneCare when engaging clients, third-party vendors, principals, NCS CSU, and Sales Specialists
• Own the scope, SLA, and cost plan of maintenance contracts managed
• Manage and monitor service activities to ensure all aspects of scope and SLA are met
• Execute decisions related to support activities and service requests where scope of work is not clearly defined contractually
• Forecast revenue and costs of ongoing projects and contracts with minimal deviation
• Monitor and track P&L of ongoing projects and contracts
• Manage costs of ongoing contracts to ensure project margin targets are achieved
• Support Sales during negotiations of scope, SLA, and cost plans
• Liaise with PMA and CSU Finance on revenue forecast, accrual, cost forecast, and posting
• Evaluate needs and deliver continuous process and service improvements
• Manage and prioritize service requests, dispatch technicians, and monitor progress to meet SLAs
• Develop and maintain KPIs to assess service performance and drive improvement
• Negotiate with vendors and internal teams to ensure adequate resource availability
• Build relationships with users, technical staff, and management to resolve implementation issues
• Manage contracts and subcontractors effectively
• Negotiate with customers on change requests, schedules, and prioritization based on business needs
• Maintain clear and open communication with customers on project issues or clarifications
• Identify opportunities for service expansion or improvement and liaise with Account Managers for development
• Participate in presales activities as required
• Liaise with team members to ensure all tasks and deliverables are on schedule
• Plan, track, and monitor team assignments and progress
• Delegate tasks effectively with clear and specific instructions and goals
• Provide leadership to ensure proposals and enhancements are fully analyzed and evaluated for benefits and costs
• Communicate business needs, priorities, and system details accurately to project teams
• Participate in leadership activities, performance feedback, and developmental coaching
• Monitor and improve team performance through leadership, coaching, and performance management

Qualifications

• Minimum 5 years of IT project management experience
• Strong knowledge in process improvement methodologies and tools
• Proficient in written and spoken English
• Able to travel as required
• Self-motivated with a positive “can-do” attitude
• Creative with excellent presentation, communication, negotiation, and interpersonal skills
• Ability to lead, develop, and maintain respectful and trusting relationships
• IT Service Management and/or ITIL (v3 or above) certifications

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.