Onsite Operations & Support Lead

Combuilder Pte Ltd; Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

Combuilder Pte Ltd seeks a proactive Operations & Support Lead to manage the delivery and ongoing operations of a learning technology project at the customer site. You will represent the vendor team onsite and act as the primary operational liaison among the customer, project stakeholders, technical teams, and support vendors.

The role demands strong operational management and stakeholder engagement, with experience delivering support services in a structured, customer-facing environment.

Qualifications

• Bachelor’s degree in IT or related field
• 5+ years in operations management or service delivery
• Experience supporting enterprise digital platforms or LMS
• Experience managing vendors and cross-functional stakeholders
• Familiarity with governance environments

Responsibilities

• Oversee day-to-day operational support for the learning technology platform and related systems
• Monitor system performance, service availability, and issues to ensure continuity
• Coordinate readiness activities for enhancements, releases and maintenance
• Develop and maintain operational procedures, workflows and documentation
• Ensure processes comply with policies, governance standards and service requirements
• Support business continuity and operational resilience initiatives
• Serve as onsite coordination point for operational matters
• Manage incident reporting, escalation and resolution processes
• Coordinate with technical, infrastructure and vendor teams for timely resolutions
• Monitor service delivery against SLAs and KPIs
• Provide timely updates to customer stakeholders on incidents
• Drive continuous improvement to enhance efficiency and user support
• Work with customer stakeholders, project managers and technical teams to support requirements
• Build positive relationships with customer representatives and stakeholders
• Coordinate with internal delivery teams and external vendors for smooth service delivery
• Assist with change management, user engagement and adoption activities
• Prepare operational reports, incident summaries and dashboards
• Analyze trends and recommend improvements to strengthen delivery and processes
• Support audits, compliance and risk management activities
• Maintain accurate operational records and logs

Skills

Operations management

Stakeholder management

LMS experience

Vendor management

ITIL awareness

Education

Bachelor’s degree in IT / Information Systems / Education Technology / Business Admin

Tools

LMS platforms

ITSM tools

Job description

Combuilder Pte Ltd seeks a proactive Operations & Support Lead to manage the delivery and ongoing operations of a learning technology project at the customer site. You will represent the vendor team onsite and act as the primary operational liaison among the customer, project stakeholders, technical teams, and support vendors.

The role demands strong operational management and stakeholder engagement, with experience delivering support services in a structured, customer-facing environment.