Senior Operations Manager

About NCS Group

NCS is a prominent AI technology services provider with a workforce of 15,000 across the Asia Pacific region. As a subsidiary of the Singtel Group, NCS leverages a vast global partner ecosystem to deliver AI-powered and digitally resilient solutions that enhance business agility and impact across diverse industries.

Role Overview

The Senior Operations Manager is responsible for leading operational activities and governance in field and service operations to ensure timely and effective execution of corrective and preventive maintenance. This leadership role includes manpower oversight, process standardization, and monitoring adherence to service level agreements (SLAs). Additionally, the position focuses on service quality enhancement, workforce development, asset oversight, and continuous process improvements while fostering collaboration with internal teams, vendors, and partners for efficient service delivery.

Key Responsibilities

• Supervise daily field and service operations, coordinating with Operations Leads to ensure prompt completion of maintenance tasks.
• Plan and manage workforce schedules to maintain continuous 24/7 operations and meet SLA requirements.
• Promote operational readiness through standardizing procedures, compliance with maintenance protocols, and accurate documentation.
• Analyze resource allocation versus incident volume to optimize manpower usage, control costs, and maintain high service standards.
• Collaborate with the Operations Director to ensure engineering staff hold necessary certifications, OEM accreditations, and receive relevant training.
• Identify skill gaps within the team, develop training programs, and maintain a competency matrix for operational personnel.
• Mentor team leads to boost technical expertise, enhance communication, and strengthen accountability for incident resolution.
• Develop and refine standard operating procedures (SOPs) for maintenance, issue escalation, and reporting processes.
• Create standardized templates and checklists to maintain uniform service delivery quality.
• Conduct site inspections and quality audits to ensure SOP compliance, safety standards, and customer requirements are met.
• Facilitate lessons-learned discussions and embed operational best practices across teams.
• Lead root cause investigations and post-incident reviews to resolve recurring issues.
• Work with cross-functional departments to improve workflow efficiency and optimize customer satisfaction.
• Drive ongoing service improvements through process automation and enhanced reporting dashboards.
• Monitor and optimize resource utilization relative to ticket loads and SLAs.
• Use operational data analyses to recommend improvements in productivity and cost-effectiveness.
• Manage spare parts inventory to support contractual SLAs including forecasting demand, monitoring stock levels, and overseeing vendor-related activities such as RMAs.
• Formulate spare parts stocking policies, including shelf-life considerations and replenishment strategies.
• Adjust spare parts usage approaches to balance cost efficiency with service assurance.
• Coordinate with Sales and Presales teams on maintenance contracts, renewals, and compliance assessments.
• Engage with OEMs and technology partners (such as Cisco, Check Point, Fortinet, Aruba, Alcatel) for escalation management and returns processing.
• Support vendor performance monitoring and foster strong partner relationships.
• Participate in tender processes, resource planning, and cost estimation alongside Presales and Finance departments.
• Ensure operational inputs in proposals and contracts are precise and up-to-date.
• Control operational expenses aiming to reduce per-incident costs while maintaining SLA compliance.
• Compile and present regular operational metrics reports and dashboards to management.
• Assist the Operations Director in executive reviews, audits, and client communications.
• Maintain detailed escalation records and ensure timely information flow among operational stakeholders.

Qualifications

• A degree or higher qualification in a relevant discipline.
• Over 10 years of experience in IT, with extensive knowledge of IT security principles.
• Proficiency in ITIL service management frameworks and Network Management Information Systems (NMIS).
• Strong leadership aptitude with analytical and strategic decision-making skills.
• Excellent interpersonal and coordination abilities.
• Demonstrated success managing operations, workforce planning, and SLA-driven service environments.

Additional Information

NCS upholds values summarized as AEIOU: Adventure, Excellence, Integrity, Ownership, and Unity. These principles guide both our professional conduct and organizational culture. Our commitment extends to delivering value to clients, nurturing employee growth, and innovating for the future. We actively promote a safe hiring process and warn candidates about potential fraud and phishing attempts. Official communications are sent solely from verified @ncs.com.sg email addresses. If uncertain about any contact, individuals are encouraged to verify through official channels.