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Project / Service Manager (Network Infrastructure)
1 week ago
NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 13,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.
We’re searching for a Network Project / Service Manager to be part of our diverse team of talent here at NCS
Overview
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 financial health and lead the project from commencement to completion.
What will you do?
Service Delivery
Providing
leadership
and
management
of the Service Support Office and Project Administration in supporting the Client
Acting as a
Single Point of Contact
in Client Engagement
Representing OneCare when engaging Client
Representing OneCare when engaging 3rd Party vendors/Principals
Representing OneCare when engaging NCS CSU and Sales Specialists
Owning
the Scope, SLA, Cost Plan of maintenance contracts managed by him/her
Managing
and monitoring of service activities to ensure that all aspects of the Scope, SLA are
met
Executing decisions
pertaining to support activities and/or service requests where scope of work is not clearly defined contractually
Forecasting
revenue and costs of ongoing projects/contracts with minimum deviation
Monitoring/ Tracking
P&L
of ongoing projects/contracts
Managing costs
of ongoing contracts to ensure project margins targets are met
Supporting Sales, as required, during
negotiations
of the Scope, SLA and Cost Plan
Liaising with PMA, CSU Finance in matters of :-
Revenue forecast and accrual
Cost forecast and posting
Evaluating needs and delivering continuous process and service improvements
Service Management
Manage and prioritize service requests, dispatching technicians appropriately and monitoring progress to meet service level agreements
Develop and maintain key performance indicators (KPIs) to assess service department performance, and continuously work to improve and exceed targets
Customer/ Vendor Management
Negotiate with vendors and across teams to ensure adequate resources are available during various phases of the project
Build relationships with users, technical staff and management to determine and resolve issues associated with systems implementation
Manage contracts and subcontractors
Negotiate with customers on change request effort, schedules and prioritize changes based on business needs
Clear and open communication with customers on project issues or clarifications
Business Development
Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
Be involved in pre-sale activities
Team Management
Liaise with team members to ensure that all tasks and deliverables are proceeding according to schedule
Plan, track and monitor the tasks assigned to the team leader/members
Delegate tasks effectively by providing clear and specific instructions and goals
Provide leadership to the project team to ensure that proposals/enhancements are fully analyzed and evaluated for their benefits and costs
Provide the project team with accurate information about business needs and priorities as well as details about existing business systems
Participate in leadership activities and providing performance feedback and developmental coaching
Monitor and improve team performance, providing leadership, coaching, and performance Management
The ideal candidate should possess:
Degree in Computer Science / Computer Engineering / Information Technology related field, or IT equivalent
Preferably 5or more years of IT project management experience
Strong knowledge in process improvement methodologies and tools
Self-motivated with a positive “can-do” attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
Ability to lead, develop and maintain respectful and trusting relationship
Good customer management experience
Proficient in written and spoken English
Certification in IT Service Management and/or ITIL (v3 or above)
Able to travel as required
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 .
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