About this role
The Operations Manager provides operational leadership and governance across field and service operations, ensuring timely execution of corrective and preventive maintenance (CM/PM) activities. This role oversees manpower planning, process standardization, and adherence to contractual SLAs. The Operations Manager is also responsible for driving service quality, people development, asset management, and continuous improvement initiatives while collaborating with cross-functional teams, vendors, and partners to ensure efficient and high-quality service delivery.
What will you do?
Oversee daily field and service operations through Operations Leads, ensuring timely execution of CM and PM activitiesManage manpower planning and roster rotation to ensure 24×7 coverage and SLA adherenceDrive operational readiness, standardization, and compliance with maintenance processes and documentation standardsMonitor resource-to-incident ratio, balancing manpower utilization, cost efficiency, and service qualitySupport the Operations Director in ensuring engineers maintain required certifications, OEM accreditations, and trainingIdentify competency gaps, coordinate structured training plans, and track skills matrix for the operations teamMentor and coach team leads to enhance technical depth, communication, and incident ownershipDefine, maintain, and improve SOPs for preventive and corrective maintenance, escalation handling, and reportingDevelop standardized templates, checklists, and documentation frameworks for consistent service qualityConduct site audits and quality checks to ensure compliance with SOPs, safety, and customer specificationsLead lessons-learned sessions and institutionalize operational best practices across service teamsLead root-cause analyses and post-incident reviews to address systemic issuesCollaborate with internal teams to streamline workflows and enhance customer experienceChampion continuous service improvement, process automation, and dashboard reporting initiativesTrack and optimize resource utilization relative to ticket volume and SLA targetsAnalyze operational metrics to recommend productivity and cost-efficiency improvementsOversee spares stock availability and sparing strategy to meet contractual SLAsForecast hardware demand based on device population, failure trends, and incident historyMaintain visibility of spares inventory, repair turnaround, and vendor RMA statusDefine spares stocking policies, shelf-life management, and replenishment triggersReview sparing utilization and adjust strategies for cost, coverage, and service assuranceCoordinate with Sales Specialists and Presales teams on maintenance contracts, renewals, and compliance reviewsLiaise with OEM and partner vendors (e.g., Cisco, Check Point, Fortinet, Aruba, Alcatel) for escalation and RMA supportSupport vendor performance evaluations and maintain strong partner relationshipsParticipate in tenders, resource estimation, and operational costing with Presales and FinanceEnsure accurate operational inputs are reflected in proposals and contract documentationTrack operational expenditure and reduce cost per incident while maintaining SLA compliancePrepare regular operational performance reports and dashboards for managementSupport the Operations Director in executive reviews, audits, and client meetingsEnsure accurate escalation documentation and timely communication across operational stakeholders Degree or higher in a relevant fieldMore than 10 years of IT experienceStrong knowledge in IT SecuritySkilled in ITIL IT Service Management and Network Management Information System (NMIS)Strong leadership, analytical, and decision-making capabilitiesExcellent communication and coordination skillsProven ability to manage operations, manpower planning, and SLA-driven environments 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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