Senior Operations Manager

About the role

NCS, an AI tech services company and subsidiary of the Singtel Group, is hiring a Senior Operations Manager in Singapore. The role provides operational leadership and governance across field and service operations, ensuring timely execution of corrective and preventive maintenance (CM/PM) activities. It covers manpower planning, process standardization and adherence to contractual SLAs, while driving service quality, people development, asset management and continuous improvement.

Key responsibilities

• Oversee daily field and service operations through Operations Leads, ensuring timely CM and PM execution
• Manage manpower planning and roster rotation for 24x7 coverage and SLA adherence
• Monitor resource-to-incident ratio, balancing utilization, cost and service quality
• Support the Operations Director in keeping engineers certified, accredited and trained, and mentor team leads
• Define and improve SOPs for maintenance, escalation and reporting, and maintain templates and checklists
• Conduct site audits, lead root-cause analysis and post-incident reviews, and run lessons-learned sessions
• Optimize resource utilization against ticket volume and SLA targets, and prepare performance reports and dashboards
• Oversee spares stock, forecasting and replenishment, and review vendor RMA status
• Work with Sales, Presales and Finance on maintenance contracts, tenders and operational costing
• Liaise with OEM and partner vendors (e.g. Cisco, Check Point, Fortinet, Aruba, Alcatel) for escalations and RMA support

Required profile

• Degree or higher in a relevant field
• More than 10 years of IT experience
• Proven ability to manage operations, manpower planning and SLA-driven environments

Required skills

• Strong knowledge of IT security
• ITIL IT Service Management and Network Management Information System (NMIS)
• Leadership, analytical and decision-making abilities, and excellent communication and coordination skills