Customer Service & Support Jobs in Singapore, Singapore (Now Hiring) — 610 open — Page 16

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 and Asset Assurance Manager is responsible for establishing and governing the operational control framework for IT support services across the project. This role ensures that IT asset records, service management processes, and operational documentation are accurate, compliant, auditable, and aligned with contractual obligations, ITIL practices, SLAs, and KPIs.

Acting as a key governance lead within the Centre of Excellence (CoE), the role drives consistency, visibility, and continuous improvement across IT asset lifecycle management and 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 data integrity, process discipline, service quality, and audit readiness across the environment.

Key Responsibilities

1) Governance Framework and Operational Control

• Establish and maintain an integrated governance framework covering IT asset lifecycle management and IT service quality processes.
• 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.

2) IT Asset Lifecycle Governance

• Design and govern end-to-end asset lifecycle processes, including discovery, registration, labelling, deployment, movement, tracking, maintenance, reconciliation, refresh, decommissioning, and disposal.
• Establish and maintain a centralised asset inventory repository as the single source of truth for customer IT assets across multiple locations.
• Drive asset data collection, validation, reconciliation, and cleanup activities to improve inventory accuracy and completeness.
• Define inventory ownership, verification requirements, escalation paths, and RACI across teams to support strong governance and audit readiness.
• Monitor compliance with asset management procedures and identify discrepancies, duplicates, missing records, and control gaps.

3) 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.

4) Audit, Reporting and Performance Management

• Define and track governance metrics across both asset assurance and service quality, including inventory accuracy, reconciliation status, SLA/KPI compliance, audit findings, and process adherence.
• 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.

5) Continuous Improvement and Risk Reduction

• Identify operational inefficiencies, process gaps, recurring issues, and control weaknesses across both asset and 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.

6) Stakeholder Engagement and Enablement

• Work closely with System Managers, System Administrators, Helpdesk, Service Desk teams, and other stakeholders to ensure alignment on governance processes and expectations.
• Facilitate communication between teams to improve workflow coordination, transparency, and accountability.
• Deliver training, guidance, and coaching on asset governance, quality procedures, audit readiness, and process compliance.
• Act as a trusted governance partner to operational teams by balancing control, support, and continuous improvement.

Requirements and Experience

• 3–5 years of relevant experience in IT governance, IT asset management, service assurance, quality management, CMDB, or operational compliance within IT infrastructure or managed services environments.
• Proven experience in establishing processes or governance frameworks from scratch, preferably in live operational environments.
• Strong working knowledge of ITIL processes, especially incident, request, change, and problem management.
• Experience in IT asset inventory governance, reconciliation, and lifecycle control.
• 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.
• 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 IT Asset Management, Quality Management, ISO 9001 Internal Audit, or related disciplines are an advantage.

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.

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