NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.
Role Summary
The IT Service Governance, Quality and Improvement Manager is responsible for establishing and governing the operational control framework for IT support services across the project. This role primarily focuses on service quality assurance, governance excellence, and continuous improvement, with supporting oversight of IT asset lifecycle governance .
Acting as a key governance lead within the Centre of Excellence (CoE), the role drives consistency, visibility, and operational maturity across service delivery quality. The successful candidate will build structured processes from the ground up, define clear controls and accountabilities, and work closely with operational teams to strengthen process discipline, service quality, audit readiness, and continuous improvement across the environment.
Key Responsibilities
1) Governance Framework and Operational Control
- Establish and maintain an integrated governance framework covering IT service quality processes and operational controls.
- Define standards, controls, workflows, SOPs, and accountability models to ensure operational activities are executed consistently and in line with governance requirements.
- Align governance practices with ITIL standards, contract requirements, internal policies, SLAs, KPIs, and audit expectations.
- Serve as the central point of oversight for operational compliance, data integrity, and service assurance across support functions.
- Drive governance maturity through structured reviews, control assessments, and stakeholder alignment.
2) Service Quality Assurance and Compliance
- Develop and implement quality assurance controls across incident, service request, change, and problem management processes.
- Define audit and review mechanisms to assess process adherence, ticket quality, documentation standards, and operational discipline.
- Translate contractual SLAs and KPIs into measurable internal controls and performance indicators for proactive monitoring.
- Monitor service performance trends, identify risks to SLA achievement, and highlight areas requiring intervention or corrective action.
- Support the development of a quality culture across operational teams through structured governance, coaching, and clear quality expectations.
- Conduct regular quality reviews and audits to ensure service delivery meets contractual and operational standards.
3) Continuous Improvement and Risk Reduction
- Identify operational inefficiencies, process gaps, recurring issues, and control weaknesses across service management practices.
- Lead root cause analysis and drive corrective and preventive actions to improve compliance, efficiency, service quality, and user experience.
- Recommend and implement improvements in process design, reporting, automation, and controls to strengthen operational maturity.
- Partner with support teams and stakeholders to embed sustainable ways of working and improve overall service governance effectiveness.
- Champion a culture of continuous improvement through structured improvement initiatives, lessons learned, and best practice sharing.
- Track and measure the impact of improvement initiatives on service quality, efficiency, and client satisfaction.
4) Audit, Reporting and Performance Management
- Define and track governance metrics across service quality, including SLA/KPI compliance, audit findings, process adherence, and improvement progress.
- Prepare regular governance reports, dashboards, and management updates for stakeholders and governance forums.
- Support internal and external audits by providing evidence, documentation, process records, and remediation tracking.
- Ensure governance findings, risks, and improvement opportunities are clearly documented and followed through to closure.
- Provide insights and recommendations to leadership based on performance trends and governance metrics.
5) IT Asset Lifecycle Governance
- Provide governance oversight for IT asset lifecycle processes, including asset registration, tracking, reconciliation, and disposal.
- Support the maintenance of a centralized asset inventory repository as the single source of truth for customer IT assets.
- Monitor compliance with asset management procedures and identify discrepancies, duplicates, missing records, and control gaps.
- Define inventory ownership, verification requirements, and escalation paths to support governance and audit readiness.
- Collaborate with asset management teams to ensure asset data integrity and alignment with governance standards.
6) Stakeholder Engagement and Enablement (10%)
- Work closely with System Managers, System Administrators, Helpdesk, Service Desk teams, and other stakeholders to ensure alignment on governance processes and quality expectations.
- Facilitate communication between teams to improve workflow coordination, transparency, and accountability.
- Deliver training, guidance, and coaching on quality procedures, audit readiness, process compliance, and continuous improvement practices.
- Act as a trusted governance partner to operational teams by balancing control, support, and continuous improvement.
Qualifications
Requirements and Experience
- 5–8 years of relevant experience in IT governance, service assurance, quality management, operational compliance, or continuous improvement within IT infrastructure or managed services environments.
- Proven experience in establishing governance processes or quality frameworks from scratch, preferably in live operational environments.
- Strong working knowledge of ITIL processes, especially incident, request, change, and problem management.
- Experience in SLA/KPI monitoring, operational audits, reporting, and continuous improvement initiatives.
- Strong analytical and problem-solving skills, with the ability to identify trends, gaps, and practical improvement opportunities.
- Experience in conducting quality reviews, root cause analysis, and driving corrective actions.
- Strong stakeholder engagement, communication, documentation, and facilitation skills.
- Comfortable working with reporting and analysis tools such as Excel and Power BI.
- Diploma or Bachelor's degree in IT, Computer Science, Business Information Systems, or equivalent practical experience.
- ITIL Foundation certification (strongly recommended).
- Additional certifications in Quality Management, ISO 9001 Internal Audit, Lean Six Sigma, or related disciplines are an advantage.
- Experience in IT asset inventory governance, reconciliation, and lifecycle control is beneficial but not essential.
This role offers the opportunity to shape governance and quality practices within a dynamic IT services environment, driving meaningful improvements that enhance service delivery and client satisfaction.
Additional Information
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.
Learn more about us at ncs.co and visit our LinkedIn career site.
Scam Alert
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Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender’s email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender’s identity by contacting us at reachus@ncs.com.sg.
