NCS Group
End User Computing & IT Operation Manager (Based in Singapore)
- Compensation
- 5K–7.5K / mo
- Location
- Kuala Lumpur
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 4+ years
- Category
- Operations
- Posted
Skills
Must have
- 4+ years in IT service delivery, desktop engineering, or EUC leadership roles
- Proven experience managing teams (direct or matrixed) in a support/operations environment
- Track record of managing SLAs, KPIs, and service governance frameworks
- Experience handling performance management, including difficult conversations and PIP processes
Nice to have
- • Strong leadership and mentoring abilities
- • Positive, can-do attitude with strong interpersonal skills
- • Effective communication, presentation, and negotiation skills
- • Creative and proactive approach to problem-solving
- Professional and/or Technical Certifications
- • ITIL V4 Foundation certification
- Responsibilities | PROJECT-SPECIFIC
- • CAT 2 clearance
Full description
Salary: $5,000 – $7,500 per month
This position requires full relocation to Singapore.Key Responsibilities
Service Delivery & Operations
- Own end-to-end delivery of EUC services, including desktop support, device provisioning, patching, and
- lifecycle management
- Monitor and manage SLAs, KPIs, and service quality metrics across the team
- Drive continuous improvement initiatives to enhance service efficiency and user experience
- Oversee incident and escalation management, ensuring timely resolution of high-priority issues
People Management
- Manage, coach, and develop a team of EUC engineers
- Conduct performance reviews, manage performance improvement plans, and support career development
- Build a strong team culture centered on ownership, responsiveness, and service excellence
- Manage workforce planning, including timesheet approval, leave coordination, and resource allocation
Stakeholder & Relationship Management
- Serve as the primary escalation point and relationship owner for business stakeholders
- Communicate service performance, risks, and improvement plans to leadership and stakeholders
- Manage vendor and third-party relationships (manpower agencies, hardware/software vendors)
- Handle sensitive or difficult conversations with professionalism and clarity
Governance & Reporting
- Maintain service delivery governance frameworks, including KPI tracking and scorecards
- Prepare and present regular service reviews and reports to leadership
- Ensure compliance with IT policies, security standards, and audit requirements
- Manage asset and CMDB accuracy across the device fleet
Requirements
Experience
- 4+ years in IT service delivery, desktop engineering, or EUC leadership roles
- Proven experience managing teams (direct or matrixed) in a support/operations environment
- Track record of managing SLAs, KPIs, and service governance frameworks
- Experience handling performance management, including difficult conversations and PIP processes
Essential Qualifications
- Degree in Information Systems, Computer Science, or equivalent
- 4+ years of IT project management experience