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Manager, IT Experience

Date: 10-Nov-2022

Location: Singapore, Singapore

Company: Singtel Group

NCS is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,000-strong team across 61 specialisations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities of digital, cloud, platforms as well as core offerings in application, infrastructure, engineering and cyber security. NCS also believes in building a strong partner eco-system with leading technology players, research institutions and start-ups to support open innovation and co-creation. For more information, visit ncs.co. 

 

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

 

Overview:

As the Manager, IT Experience, you are the main touchpoint between NCS-IT and Users, ensuring that NCS users (New Joiners, Transfers, Offboarding) have a good Corporate IT experience. You will work closely with internal teams from IT Care (IT Service Desk) and IT Asset Management Team (AMT) to synergise and streamline processes.

 

Responsibilities:

IT Care (IT Service Desk)

  • Responsible for the tracking, delivering, planning of performance, KPI and output of the IT Service Desk team in NCS-IT.  
  • Work with Director, IT Infrastructure and SD Manager to improve the support level and types for different NCS needs.
  • Oversee the IT requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Maintain and improve phone/ticket escalation processes to ensure free flowing escalation and information within the organization. 
  • Determine root cause of issues and communicate appropriately to internal and external customers. 
  • Train, coach and mentor Service Desk Specialists including career development. 
  • As needed, schedule employees working times and provide backup support. 
  • Maintain Service and Business Level Agreements to set expectations and measure performance. 
  • Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization. 
  • Manage vendor relationships as it depends on daily operational needs. 
  • Review survey feedback to improve services, tools and support experience.

IT Asset Management Team

  • Responsible for the tracking, delivering, planning of performance, KPI and output of the IT Asset Management Team in NCS-IT.
  • Work with Director, IT Infrastructure and AMT Manager to improve the support level and types for different NCS needs.
  • Manage NCS’s corporate Laptop procurement and contract, making sure that there is always a healthy existing stock level for turnaround to different roles in NCS.
  • Inventory Management (including forecasting and forward planning), as well as the plan for disposal and write-off when the assets have reached their end of life. 
  • Ensure timely Goods receiving and capitalization in the SAP system, and have a structured Laptop asset tracking mechanism.
  • Plan mass laptop refreshment exercises on a fixed frequency to ensure that NCS staff always has equipment that are updated and not end-of-life
  • Communication with users for laptop replacements
  • Review survey feedback to improve services, tools and support experience.

Post Covid Hybrid Work Setup in NCS Hub

  • Responsible for ensuring that the meeting rooms in NCS Hub are equipped with modern equipment that would facilitate hybrid meetings.
  • Work with Director, IT Infrastructure and Digital Tribe team to improve the support level and types for different NCS needs.
  • Ensure the operational sustainability of the technologies implemented in NCS Hub meeting rooms, and making it “Poka-Yoke”.
  • Maintain and improve the process of ensuring A/V support is always available for users whom are using the meeting rooms, especially for key meetings with Clients or Senior Leaders.
     

The ideal candidate should possess:

  • Degree in Information Technology 
  • Minimally 5 years of experience in Leading IT Service Desk teams   
  • Lead IT Service Desk teams in MNC with more than 10,000 people preferred.  
  • Worked in IT Asset Management teams would be an added advantage
  • ITIL certification would be an added advantage
  • Strong interpersonal / communication skills
  • Strong organisational ability with attention to details
  • Able to multi-task
  • Results Oriented and able to work independently
  • Work well under pressure