📍 Location: Central Singapore (requires travel between office and client sites)
📄 Employment Type: Contract
💰 Salary: Up to $6,000 (commensurate with experience)
Open to standby/on-call operational support where required
Job Overview We are seeking a Service Operations Lead to manage and oversee day-to-day IT service operations for managed services outsourcing clients. The role supports the Service Delivery Manager in ensuring service quality, operational efficiency, SLA compliance, and continuous service improvement across multiple customer accounts.
You will act as a key operational leader coordinating incident, problem, change, and service improvement activities across technical teams, vendors, and customers.
Key Responsibilities
- Manage and oversee day-to-day IT service operations for assigned client accounts to ensure smooth service delivery.
- Ensure Incident Management processes are followed, including proper escalation, notifications, and resolution tracking.
- Coordinate Problem Management activities, including PIR (Post Incident Review) and RCA (Root Cause Analysis), and ensure corrective actions are implemented.
- Support the Service Delivery Manager in monitoring Service Level Agreements (SLAs) and ensuring contractual obligations are met.
- Coordinate and manage Change Management activities to ensure controlled and successful service changes.
- Work with stakeholders to identify, implement, and drive service improvement initiatives to enhance customer satisfaction.
- Assist in resource planning and demand forecasting to support effective service delivery and workload management.
- Oversee prioritization of service requests and operational issues across assigned accounts.
- Coordinate with internal teams and external vendors to integrate and support service offerings.
- Provide service reporting, performance metrics, and trend analysis to support operational decision-making.
- Participate in customer service reviews and contribute to annual technology planning inputs where required.
- Demonstrate professional leadership and uphold organizational values in both internal and customer environments.
- Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Business IT, or equivalent
- 3–5 years of experience in IT outsourcing / managed services / IT operations
- Strong understanding of:
- ITIL V3 / V4 processes (Incident, Problem, Change Management)
- Experience in:
- IT service operations or technical implementation
- Project coordination or project management
- Vendor and stakeholder management
- Strong analytical skills for workflow and process optimization
- Experience in analyzing performance data and identifying service bottlenecks
- Proficient in Microsoft Office (Excel, reporting, documentation)
- Strong communication and coordination skills across technical and business teams
- Vendor management (external service providers, contractors)
- Service reporting and KPI/SLA analysis
- Experience in managed services or outsourcing environments
Siti Zuriana Bee D/O Mohamed Yusoff
Team Lead – IT & Digital
EA Personnel No: R23112335
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248