Product Operations Specialist (Service Delivery)

1. Craft and Execution

a. Data and Analytics

• Accountable for systematically capturing, analyzing, and documenting customer needs, feature requests, and service gaps identified through field operations and direct customer engagement

• Contribute to implementing data-driven approaches to analyze user data, feedback, and usage patterns for HSS services and SG-TechStack products

• Develop and measure service effectiveness metrics including team performance, field engineer utilization, and customer satisfaction scores

• Monitor and analyze service delivery team performance metrics to identify improvement opportunities

• Analyze customer behavior patterns and service utilization trends to identify market opportunities and service gaps

b. Process Improvement

• Accountable for conducting user research with customers for operational improvements and service enhancements

• Implement standardized procedures for field engineering activities and service delivery workflows, including continuous improvement processes based on team feedback, operational data, and industry best practices

• Ensure proper escalation procedures and communication channels between field teams and central operations

c. Risk Management

• Handle service issues and security-related incidents with customers, conducting problem determination and resolution with field engineers using GovTech's risk management framework

• Lead and/or coordinate incident response activities involving field engineers and customers

• Implement preventive measures based on incident analysis and coordinate escalations to management when necessary

d. UserSupport and Engagement

• Contribute to enhancing field engineer proficiencies and product adoption through training programs, technical workshops, and enablement sessions delivered by service delivery teams

• Coordinate user-facing activities including on-site visits, technical consultations, and service reviews through field engineers

• Apply GovTech best practices for managed services including ITIL framework, service management methodologies, and operational excellence standards

• Implement managed services governance frameworks including service catalogs, SLA management, and performance dashboards

• Apply GovTech best practices for managed services including proactive monitoring, automated remediation, and predictive analytics

2. Ownership

a.Accountability

• Establish feedback loops between field teams, customers, and central HSS product development teams to ensure continuous alignment with customer requirements

• Accountable for overseeing daily BAU operations including routine maintenance, monitoring, and support activities across HSS services

• Contribute to establishing and maintaining operational run books, standard operating procedures (SOPs), and knowledge management systems

• Manage operational schedules including maintenance windows, change management processes, and service availability planning

• Monitor BAU operations for service enhancement opportunities and customer pain points to inform central team assessments

b. Personal and Team Development

• Accountable for leading and managing service delivery teams, eg. field engineers to ensure operational excellence

• Accountable for coordinating field engineering activities and resource allocation across multiple government agency sites and projects

3. Strategic Alignment

a. Operational Vision and Planning

• Contribute to development of long-term strategies that enhance user experience and operational efficiency for HSS services

• Develop service delivery capacity planning and resource forecasting to support strategic initiatives

b. Mission and Policy Integration

• Contribute to development of metrics that effectively measure HSS service and operational success, including team performance indicators

• Ensure service delivery practices comply with GovTech policies and security requirements

4. Culture and Organizational Influence

a.Collaborative Culture, Organizational Impact and Strategic Alignment

• Drive collaboration with team members on operational initiatives and maintain documentation related to HSS products and programmes

• Contribute to developing relationships with customers and aligning operational efforts with HSS objectives

• Foster a collaborative culture within service delivery teams andfacilitate regular communication and collaboration between field operations and central HSS product development teams

Essential Requirements

• Working experience in operating Managed Services for infrastructure (on-premise/Cloud)

• 3 to 5 years working experience in BAU operations management including routine maintenance, monitoring, change management, and operational support activities

• Working experience in leading and managing technical teams, eg.field engineers

• Working experience with managed services delivery models, governance frameworks, and operational excellence methodologies

• Working experience with BAU operations including operational reporting, and routine maintenance activities

• Understanding of managed services commercial models, SLA structures, and performance measurement frameworks

• Strong problem-solving abilities and innovative thinking with experience in data-driven decision making

• Ability to communication well and technical writing skills to conduct user research and stakeholder engagement

Preferred Experience

• Cloud infrastructure and services expertisein AWS, Azure, Google Cloud

• Working knowledge with infrastructure automation and scripting capabilities (e.g., Terraform, Ansible, Python)

• Working knowledge with DevOps practices

• Site Reliability Engineering (SRE) practices and operational excellence methodologies

• SG-TechStack products experience (StackOps, SHIP-HATS)

• Product management, operations, or engineering roles with strategic planning involvement

• Ability to gathercustomer requirements for analysis to contribute to business case development

• Multi-site service delivery management experience

• Field engineering coordination and mobile workforce management