Director, Cyber Service Excellence

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 13000 has delivered large-scale mission-critical and multi-platform projects for governments and enterprises in Singapore and the APAC region.

As a Cyber Service Excellence Manager/Director you will be responsible for ensuring highquality service delivery and meeting all contractual performance standards for customers. Proactively prevent service issues and escalations drive continuous improvement through process optimization automation ITIL and lean practices and lead quality management activities. Oversee afteraction reviews monitor service performance and implement corrective or improvement plans.

What will you do

• Responsible for ensuring services delivered to customer(s) meet with the contractual and other agreed upon performance.
• Proactively prevent customer escalations and/or missed SLAs before they can happen.
• Drive service improvements through process optimization automation and innovation.
• Adopt and implement best ITIL practices into operations.
• Lead and implement lean strategies into operations.
• Facilitate regular quality management meetings to review service performance and process performance and conformity discuss quality matters and review the progress and effectiveness of corrective/improvement plans.
• Own after action review (AAR) process.
• Develops and implements strategies to improve customer satisfaction and loyalty by overseeing service quality across all practices in Cyber MSS analyzing customer feedback driving innovation in service delivery and collaborating with cross-functional teams.

The ideal candidate should possess:

• Candidate must possess at least a Degree in Computer Science Engineering or Information Systems and related studies with at least 10 to 15 years of relevant experience.
• CISSP CISM CISA and ITILv4 certifications preferred.
• Good understanding and knowledge of ITILv4/ISO 20000 standards and procedures specific to Change Configuration Release Problem and Incident Management.
• Working knowledge of security operations security risk management security governance framework and compliance technical vulnerability management application security system hardening security incident response and security assessment.
• Demonstrates good communication and listening skills.
• Result-oriented with strong problem-solving skill meticulous proactive and resourceful.
• Able to collaborate and influence internal and external partners/stakeholders.
• Strong leadership interpersonal and conflict resolution skills
• Due to project sensitivity we will only consider Singapore Citizen

We are driven by ourAEIOU beliefsAdventure Excellence Integrity Ownership and Unityand we seek individuals who embody these values in both their professional and personal lives. We arecommitted to our Impact: Valuing our clients Growing our people and Creating our future.

Together wemake the extraordinary happen.

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