About the Role

We are looking for an experienced and hands-on Service Team Manager to lead, develop and scale our Singapore service operations. The successful candidate will initially lead an established team of approximately 10 service professionals, with the team expected to grow as our installed base, customer base and project portfolio expand.

The Service Team currently supports a large and diverse deployment across Singapore, including:

10,000+ payment, POS, self-service and IoT touchpoints
Approximately 350 local schools and 4 international schools
4,000+ IoT devices and sensors
Approximately 500 vending and self-service machines
150,000+ school wearables issued, including warranty and replacement support

This is a hands-on service operations leadership role with significant scope for growth. Beyond running today's operations, the Manager will strengthen the team's structure, capabilities, processes and use of technology so that Service Operations can scale effectively alongside the business.

Key Responsibilities

Lead & develop the team - Lead, coach and develop Field Service Technicians, In-house Technicians, Service Desk/L1 Support and technical Team Leads responsible for BAU and new projects.
Manage service operations - Oversee island-wide field servicing, internal repairs, incident response, manpower deployment, warranty support and project rollouts.
Plan & optimise resources - Balance resources across BAU support, scheduled servicing, incidents and new deployments; review Team Leads schedules and re-prioritise when required.
Own incidents & SLAs - Take ownership of significant Service Team incidents and escalations, ensuring prompt investigation, communication and resolution. Manage project-specific SLAs and service commitments.
Align stakeholders - Maintain proactive communication with customers, vendors and internal stakeholders so that service activities, incidents and deployments remain aligned and progress smoothly.
Oversee deployments - Ensure manpower, equipment, SOPs and service-readiness requirements are planned for new installations and project rollouts; step in on critical activities when required.
Drive visibility through JIRA - Ensure Service Team activities are appropriately logged in JIRA and use operational data to monitor workload, SLA performance, resource utilisation, recurring issues and service trends.
Report & act on performance - Provide concise weekly operational updates and monthly management reports covering performance, incidents, utilisation, key issues, corrective actions, team workload/morale, risks and improvement plans.
Improve processes - Develop and continuously improve SOPs, service processes and troubleshooting practices. Work with Engineering, Product, Project and other teams on root-cause analysis and corrective actions.
Manage & grow people - Lead recruitment, performance management, training and development with HR. Maintain visibility of workload, capability and morale, and plan future manpower, skills and team structure as the business grows.
Use modern tools - Use AI, automation, analytics and other available tools where practical to improve planning, incident analysis, reporting, knowledge management and team productivity.
Manage resources & costs - Manage Service Team operating expenses within approval limits and work closely with Store/Inventory on service equipment, replacement devices and spare requirements.

What We're Looking For

Minimum 5 years of people-management experience in technical service, field service, service operations or a similar environment, with additional hands-on service operations experience.
Minimum Technical Diploma or equivalent; an Engineering Degree is advantageous but not mandatory. Relevant experience and demonstrated capability are important.
Strong technical aptitude with a logical and innovative approach to troubleshooting.
Proven experience managing technical teams, manpower scheduling, field operations and multiple competing priorities.
Experience with payment systems, POS, IoT, self-service systems, electronics or other deployed technologies is highly advantageous.
Experience supporting a large installed base, multi-site field operations or major technology deployments is preferred.
Experience with JIRA or similar service/ticket management systems is advantageous.
Strong analytical, reporting, communication and stakeholder-management skills.
Calm and decisive under pressure, organised, accountable and able to plan ahead and follow through.
Comfortable adopting AI and automation as practical productivity and management tools.
Singapore Class 3 driving licence preferred.

Working Arrangements

The role is predominantly Monday to Friday during normal office hours. The Service Team operates a half-day Saturday service for selected activities. Regular Saturday attendance by the Manager is not required, although the Manager should remain contactable for escalation where necessary. As some supported systems operate beyond normal office hours, the Manager is expected to be contactable for significant service-related incidents when required. Occasional customer-site visits and involvement in critical deployments will be required.

Why Join Us

You will take ownership of an established service operation supporting a large and diverse technology footprint across Singapore, with significant further growth expected. This is an opportunity not simply to manage an existing team, but to help shape and scale the people, processes, tools and operating structure of our Service organisation as the business grows.

Service Team Manager

Manager, MRO Customer Service (Team Lead)