Director of Operation Center

combo technology pte. ltd.; Shenton Way; On-site; SGD 200,000 - 260,000; Full time

Job summary

COMBO is seeking a Director of Operations Center to lead the daily operations of its cloud and AI services in Singapore. You will drive service delivery, performance, incident management and team development to ensure high-quality operations and customer satisfaction.

The role requires extensive experience in technology operations, SLA management, and coordinating cross-functional teams across engineering, product, and support.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration or a related discipline.
• 10+ years of experience in technology operations, cloud operations, IT service delivery or operations center management, including leading teams.
• Experience managing SLAs, major incidents, escalations and process improvement.
• Strong leadership, decision-making and stakeholder management skills.
• Fluency in spoken and written English and Mandarin is required to lead operational meetings and coordinate incident response.
• Experience with cloud infrastructure, managed services, AI platforms or ITIL practices is an advantage.

Responsibilities

• Lead the operations center and set service standards, operating priorities and performance targets.
• Oversee service monitoring, incident response and escalation; lead major incident reviews and track corrective actions to completion.
• Monitor service availability, response and resolution times, and SLA compliance; report performance and risks to senior management.
• Develop and maintain standard operating procedures, escalation protocols and business continuity plans.
• Manage staffing, capacity planning and operational budgets to meet service commitments.
• Coach team leads and operations staff, set performance expectations and identify training needs.
• Coordinate with engineering, product, sales, customer support and external service providers on launches, changes and escalations.
• Support information security, IT service management and audit requirements.

Skills

Leadership

Stakeholder management

Incident management

Team development

English and Mandarin fluency

Cloud operations

ITIL familiarity

Education

Bachelor’s degree in IT / CS / Eng / Business Administration

Tools

ITIL practices

Job description

Job Description

The Director of Operation Center will lead the daily operations of COMBO’s cloud and AI services operations center in Singapore. This role is responsible for service delivery, operational performance, incident management and team development.

Roles & Responsibilities

• Lead the operations center and set service standards, operating priorities and performance targets.

• Oversee service monitoring, incident response and escalation. Lead major incident reviews and track corrective actions through to completion.

• Monitor service availability, response and resolution times, and compliance with service-level agreements. Report operational performance and key risks to senior management.

• Develop and maintain standard operating procedures, escalation protocols and business continuity plans.

• Manage staffing, capacity planning and operational budgets to meet service commitments and support business growth.

• Coach team leads and operations staff, set performance expectations and identify training needs.

• Coordinate with engineering, product, sales, customer support and external service providers on service launches, changes and escalations.

• Support information security, IT service management and audit requirements.

Requirements

• At least a Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration or a related discipline.

• At least 10 years of relevant experience in technology operations, cloud operations, IT service delivery or operations center management, including experience leading teams.

• Experience managing service-level agreements, major incidents, escalations and process improvement.

• Strong leadership, decision-making and stakeholder management skills.

• Fluency in spoken and written English and Mandarin is required to lead operational meetings, coordinate incident response and communicate service updates with English- and Mandarin-speaking teams and business partners.

• Experience with cloud infrastructure, managed services, AI platforms or ITIL practices is an advantage.