Director of Operation Center

COMBO TECHNOLOGY PTE. LTD.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

COMBO TECHNOLOGY PTE. LTD. in Singapore seeks a Director to run the Operations Center for cloud and AI services. You will drive service delivery, monitor performance, handle incidents and lead a growing team across multiple functions.

You will set priorities, ensure SLA adherence and coordinate with engineering, product, sales, and support to enable smooth service launches and escalations in a fast-paced environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration or a related discipline.
• Experience leading technology operations teams and managing service delivery.

Responsibilities

• Lead the daily operations of COMBO's cloud and AI services operations center in Singapore, overseeing service delivery, operational performance, incident management and team development.
• Set service standards, operating priorities and performance targets for the operations center.
• Oversee service monitoring, incident response and escalation; lead major incident reviews and drive corrective actions to completion.
• Monitor service availability, response and resolution times, and adherence to SLAs; report performance and risks to senior management.
• Develop and maintain SOPs, escalation protocols and business continuity plans.
• Manage staffing, capacity planning and budgets to meet service commitments and support growth.
• Coach team leads and staff, set performance expectations and identify training needs.
• Coordinate with engineering, product, sales, customer support and external providers on launches, changes and escalations.
• Support information security, IT service management and audit requirements.

Skills

Leadership

Incident management

Stakeholder management

Team development

Decision making

English & Mandarin fluency

Education

Bachelor's degree in IT/CS/Engineering/Business Administration or related

Tools

Cloud platforms

ITIL

Job description

Job Description

Roles & Responsibilities

• 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.
• 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.