Location: Central, Singapore
Employment Type: 1-Year Contract (Full-time)
About the Role
We are hiring an Operations Lead / Service Delivery Manager to oversee the day-to-day operations of a National Billing System supporting billing processes across multiple healthcare settings (acute inpatient, outpatient, polyclinic, day surgery, emergency department, and more). This is a high-ownership role focused on operational excellence, stakeholder coordination, incident management, and improving service performance through disciplined processes and data-driven continuous improvement. You will lead a team responsible for ensuring stable billing operations, timely resolution of incidents, and smooth execution of enhancements and system upgrades. The role requires a strong sense of urgency, excellent stakeholder management, and proven experience driving end-to-end issue resolution in complex environments.
Key Responsibilities
1) Operational Management
- Lead daily operations for the National Billing System to ensure accurate and efficient billing processes across healthcare institutions.
- Ensure service stability, availability, and timely resolution of production issues.
- Establish and maintain operational controls, workflows, and escalation paths.
- Manage high volumes of incidents and service requests across tools such as JIRA, ServiceNow, SCCD (or equivalent).
- Drive end-to-end incident response: triage → investigation → coordination → resolution → post-incident reviews and documentation.
- Ensure strong incident communication and stakeholder updates, including clear status, action plans, and timelines.
- Manage and mentor an operations/service delivery team, fostering a collaborative and high-performance culture.
- Provide guidance on troubleshooting, prioritisation, and operational best practices.
- Ensure resources, coverage, and capabilities are aligned to operational demands.
- Partner closely with healthcare institutions, MOH, Synapxe, and internal teams to ensure alignment and smooth operational integration.
- Conduct regular service reviews and operational meetings to provide updates, track issues, and gather feedback.
- Identify operational inefficiencies and implement improvements to enhance accuracy, reliability, and turnaround times.
- Proactively identify risks, manage problem trends, and implement mitigation plans to prevent recurrence.
- Support compliance with relevant healthcare billing and regulatory requirements.
- Show governance and oversight for initiatives, enhancements, and system upgrades within the billing programme.
- Track scope, timeline, dependencies, and risks to ensure delivery is on time and within agreed parameters.
- Develop and maintain dashboards and reporting to track operational KPIs (e.g., incident volumes, SLA performance, backlog aging, recurring issues).
- Provide regular, concise updates to senior management with insights and recommended actions.
Must-Have
- 10–15 years of experience in operations, service delivery, incident management, or production support roles.
- Proven ensure managing and closing high ticket volumes using tools such as JIRA, ServiceNow, SCCD (or similar).
- Strong analytical and organisational skills with the ability to manage multiple priorities under pressure.
- Excellent written and verbal communication; able to engage confidently with technical and non-technical stakeholders.
- Strong ownership mindset—able to work independently, drive accountability across teams, and push incidents through to full resolution.
- Familiarity with service management frameworks (e.g., ITIL concepts such as incident/problem/change management).
- Experience in healthcare operations, national-scale systems, billing systems, or financial systems.
- Exposure to SAP BRIM (Hybris) solution stack and/or SAP S/4HANA environments.
How to Apply: Interested applicants, please click on the “Apply Now” to submit your updated resume.
Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.
Ahmad Ilyas bin Azhari
Consultant – IT & Digital
EA Personnel No: R24123184
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248