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. User Support 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 and facilitate 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 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) 

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

• Ability to gather customer requirements for analysis to contribute to business case development  

• Multi-site service delivery management experience 

• Field engineering coordination and mobile workforce management ​