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.
As a Manager, IT Service Management, you will report to the Senior Manager, IT Infrastructure and drive ITSM processes to ensure efficient service delivery, minimize disruptions, and align IT with business goals. Your role will focus on incident and problem management, change control, service level agreements, and ITSM tool administration, with an emphasis on continuous improvement and automation.
What will you do?
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. The ITSM Specialist role is essential in maintaining the reliability and efficiency. 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.