Senior Operations Manager

About the role

The Senior Operations Manager will lead NCS’s field and service operations across the Asia‑Pacific region, ensuring the timely delivery of corrective and preventive maintenance (CM/PM) while meeting contractual SLA commitments. Reporting to the Operations Director, you will drive service quality, people development and continuous improvement in a fast‑growing AI technology services environment.

Key responsibilities

• Oversee daily field and service operations through Operations Leads, guaranteeing 24×7 coverage and SLA adherence.
• Plan manpower, roster rotation and skill development to maintain required certifications and OEM accreditations.
• Define, maintain and improve SOPs for CM, PM, escalation handling and reporting; create templates, checklists and documentation frameworks.
• Conduct site audits, quality checks and lessons‑learned sessions to embed best practices.
• Lead root‑cause analyses, post‑incident reviews and process‑automation initiatives.
• Monitor resource‑to‑incident ratios, optimise ticket handling and produce dashboard reports.
• Manage spare‑parts inventory, forecasting hardware demand and defining stocking policies to meet SLA targets.

Required profile

• Minimum 8 years of experience in field/service operations or maintenance management, preferably in technology or telecom environments.
• Proven leadership skills with experience mentoring team leads and driving cross‑functional collaboration.
• Strong analytical mindset with a track record of implementing continuous‑improvement programmes.
• Relevant certifications or OEM accreditations are a plus.

Required skills

• Preventive Maintenance
• Corrective Maintenance
• SLA Management
• Asset Management
• Root Cause Analysis
• Dashboard Reporting
• Inventory Management
• Spare Parts Management
• Workforce Planning