About this role
[What the role is]
GovTech is the lead agency driving Singapore’s Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government’s capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity.At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round.
Play a part in Singapore’s vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today!
Learn more about GovTech at tech.gov.sg.
[What you will be working on]
The Hosting Support Services (HSS) team drives the transformation and modernisation of operations management practices and services for IT systems across the Singapore Government, designing, providing and continuously enhancing the suite of operations management services for Government Agencies.
The Product Operations Specialist - Managed Services Portfolio is responsible for managing the Managed Services catalogues of HSS and driving their success from implementation to ongoing support.
At this stage, the specialist develops Managed Services catalogues for managed services, working closely with cross-functional teams including Cloud Service Providers (CSPs), HSS contractors, and customers (agencies) to deliver on product goals. They define operational requirements for managed services coverage, prioritize improvements based on business impact, and ensure that managed services operations run smoothly while balancing user needs, operational demands, and business objectives. The role focuses on transforming managed services in Singapore Government from contractor-managed, SLA-based delivery to outcome-driven services that enhance Public Officers' technical competencies and serve as key enablers for Singapore Tech Stack platforms.
1. Craft and Execution
a. Data and Analytics
Contribute to implementing data-driven approaches to analyze user data, feedback, and usage patterns for managed services to inform operational and product decisions that provide feedback to product managers
Monitor and analyze current state of managed services products and programmes to ensure optimum performance to form and maintain the Managed Services catalogue
Develop data-based strategies for continuous improvement of managed services delivery
Generate actionable insights from managed services performance metrics to drive decision-making and service enhancements
b. Process Improvement
Develop operations and process guides for managed services to ensure compliance with audit requirements and organizational standards
Collaborate with product managers, engineers, designers, and stakeholders to define managed services requirements based on customer feedback
c. Risk Management
Accountable for identifying and assessing operational risks within managed services delivery, developing mitigation strategies including audit preparation and incident management processes
Understands managed services issues and incidents including security-related events, ability to translate problem determination and resolution into scope of work needed to form and maintain the Managed Services catalogue
Work with internal teams and vendors to resolve managed services issues on a timely basis to meet programme objectives
Provide reporting and escalation to management or incident committees when necessary for managed services operations
Implement preventive measures based on managed services incident analysis and operational assessments
d. User Support and Engagement
Accountable for operational challenges within managed services problem space to form and maintain the Managed Services catalogue
Contribute to cross-functional projects enhancing organizational efficiency between managed services and SG-TechStack integration
Work with Product Operations Specialist for Service Delivery to integrate SG-TechStack with managed services
Accountable to develop managed services catalogue, operational workflows and reduce operational toil through automation and process optimization
Develop and design managed services scope coverage for systems including non-standard coverage requirements
2. Ownership
a. Accountability
Manage teams consisting of staff and vendors, ensuring operability of managed services products and programmes
Accountable for driving user growth and adoption of managed services by engaging agencies, collecting feedback, and resolving user queries to inform service iterations
Contribute to change communication and go-to-market strategies by ensuring operational readiness for managed services launches and transitions
Support customers (agencies) and HSS contractors on managed services coverage for their infrastructure needs
Accountable to develop managed services requests, assessing impact and resource requirements for infrastructure hosted in the cloud
Work with Programme and Project Managers on contractual matters with HSS contractors
b. Personal and Team Development
Contribute to enhancing user proficiency and managed services adoption through training programs, technical workshops, and clinics
Develop training materials and provide user support to internal teams and external clients for effective utilization of managed services
3. Strategic Alignment
a. Operational Vision and Planning
Contribute to development of long-term strategies that enhance user experience and operational efficiency for managed services
Contribute to business case approval processes by conducting market research and data gathering for managed services concept papers
Contribute to funding and procurement processes, assisting in budget estimations and proposal preparations for managed services areas
Analyze statistics, update status and progress reports, and present managed services findings to stakeholders and management
b. Mission and Policy Integration
Contribute to development of measurements that can effectively measure managed services and operational success
Contribute to aligning managed services operational processes with strategic product goals and HSS programme objectives
Contribute to policy reviews, assessing potential impacts of policy changes on managed services operations and delivery
4. Culture and Organizational Influence
a. Collaborative Culture, Organizational Impact and Strategic Alignment
Accountable for alignment on operational goals within cross-functional managed services teams including CSPs, contractors, and agencies
Drive collaboration with team members on managed services operational initiatives and maintain documentation related to managed services products and programmes
Contribute to developing relationships with key stakeholders including CSPs and HSS contractors, aligning operational efforts with organizational objectives
Align managed services operational strategies with product and organizational goals
[What we are looking for]
Essential Requirements
Operating experience with Managed Services for infrastructure hosted on-premise and/or in the Cloud (AWS, Azure, Google Cloud)
3 to 5 years of experience in managing operational challenges within managed services problem spaces with demonstrated ability to work with CSPs and contractors
Strong problem-solving abilities and innovative thinking with experience in data-driven decision making for managed services
Excellent communication and technical writing skills with ability to communicate complex technical issues to non-technical teams
Proven ability to work collaboratively in high-performance teams and influence with positive energy
Experience in conducting user research and stakeholder engagement for managed services improvement
Knowledge of managed services commercial frameworks and contractor management
Preferred Experiences
Cloud infrastructure and services expertise in 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)
Experience in government or enterprise managed services environments
Experience with managed services transformation and digital operations initiatives
ITIL certification or equivalent service management qualifications
Experience in cross-functional project leadership and stakeholder management
Background in technical workshops, training delivery, and customer enablement programs
GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe it is key to innovation.
Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks.
We champion flexible work arrangements (subject to your job role) and trust you to manage your time to deliver your best.
Learn more about life inside GovTech at go.gov.sg/GovTechCareers
Other facts
About Public Service Division
The Government Technology Agency of Singapore (GovTech) is the lead agency driving Singapore's Smart Nation initiative and public sector digital transformation. We harness the power of technology to make lives better for citizens, businesses, international audiences and the public service sector.
Our mission: Engineering Digital Government, Making Lives Better.
Our goal is to create a government that is "Digital to the Core, and Serves with Heart". We achieve this by using technology to create services that are easy, seamless and secure for people to use, and placing the needs of citizens and businesses at the centre of everything we do.
As a digital government, our public officers are also able to continually upskill, adapt to new challenges and work more effectively across agencies as well as with citizens and businesses in Singapore.
What you'll do
- The Product Operations Specialist is responsible for managing the Managed Services catalogues and driving their success from implementation to ongoing support. This includes developing operational requirements, prioritizing improvements, and ensuring smooth operations while balancing user needs and business objectives.
Ready to join Public Service Division?
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