Manager, IT Service Management

NCS is a leading technology services firm, operating across Asia Pacific in over 20 cities, providing services and solutions in consulting, digital, technology, cybersecurity and more. We believe in the power of technology to make extraordinary things happen and to create lasting impact and value for our people, communities and partners. We bring together people and expertise to harness the best of technology. Our diverse 13,000-strong workforce has delivered a wealth of large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As a Manager, IT Service Management, you will report to the Senior Manager, IT Infrastructure and drive the efficiency of IT service management processes to ensure seamless IT operations. You will be responsible for process design, incident and problem management, service level governance, and ITSM tool optimization, aligning IT services with business goals while fostering continuous improvement and operational excellence.

Process Design and Implementation:

• Develop, document, and implement ITSM processes and procedures, ensuring alignment with industry best practices, such as ITIL (Information Technology Infrastructure Library).

Incident and Problem Management:

• Lead and oversee incident and problem resolution processes, driving timely resolution and root cause analysis to prevent recurrence.

Change Management:

• Manage the change control process, assessing the impact of changes on IT services, and ensuring minimal disruption to operations.

Service Catalogue Management:

• Maintain and enhance the service catalogue, ensuring that IT services are clearly defined and aligned with business needs.

Service Level Management:

• Define, negotiate, and manage Service Level Agreements (SLAs) to meet and exceed service expectations.

IT Asset and Configuration Management:

• Oversee IT asset and configuration management, maintaining accurate records of hardware, software, and configurations.

Continuous Improvement:

• Identify areas for improvement within ITSM processes and drive initiatives to enhance efficiency, quality, and customer satisfaction.

Training and Documentation:

• Develop and deliver training programs for IT staff and end-users regarding ITSM processes and tools. Maintain comprehensive documentation of processes and procedures.

ITSM Tool Administration:

• Administer and optimize ITSM tools (ManageEngine Service Desk Plus, Service Now, Logic Monitor) and systems, ensuring they meet organizational needs and support process automation.

Reporting and Analytics:

• Generate and analyse ITSM performance metrics and key performance indicators (KPIs) to identify trends and areas requiring attention.

Compliance and Audits:

• Ensure ITSM processes are compliant with relevant regulations and standards. Prepare for and participate in internal and external audits as needed.

The ideal candidate should possess:

• Minimum 5 years' experience in IT service management, with a focus on process design and improvement.
• Must have technical knowledge of ITSM tools (ManageEngine ServiceDesk Plus, ServiceNow). Certification of ManageEngine ServiceDesk Plus will be preferred.
• Experience in Logic Monitor will be a plus.
• Strong background in incident, problem, change management, Service Level Management and Asset and Configuration Management.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Detail-oriented with a commitment to accuracy.
• Ability to work collaboratively in a cross-functional team environment.
• Demonstrated project management skills.
• Bachelor's degree in an Computer Science or IT; Must have certification in ITIL or ITSM.

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.