IT Operations Systems Lead

StorHub Management Pte. Ltd.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

StorHub Management Pte. Ltd. is seeking an IT Operations System Lead to enhance customer experience and operational efficiency through technology. This role involves product management, stakeholder engagement, and delivery management to support the company's growth strategy. Ideal candidates will have a strong background in IT and business, with a focus on improving customer processes in a dynamic environment.

Qualifications

• 3-5 years of relevant IT and business experience.
• Familiarity with Agile and Lean methodologies.
• Ability to translate business needs into technology requirements.

Responsibilities

• Define and maintain product roadmap based on business outcomes.
• Work with stakeholders for prioritization and delivery of solutions.
• Act as first line support and platform expert for users.

Skills

Agile methodology

Business Process Analysis

Customer Experience Improvement

Education

Bachelor's or Master's degree in Computer Science or Business Administration

Tools

CRM platforms (Zendesk)

Job description

Job Description

About Storhub

Co-founded in 2019 by a leading US private equity company and management, the Company has rapidly grown to become the largest owner-operator of self-storage in Asia with nearly US$1.2 billion of AUM and over 370 locations: with operations in Singapore, China, Hong Kong, South Korea, Japan, Malaysia, Thailand, and Australia. The Company is targeting to become the dominant self-storage platform in Asia-Pacific over the next five years through organic growth and strategic M&A.

The Company is seeking to create a new Regional Head of Technology role to support the Company through its next phase of growth and beyond.

Role Summary:

In support of StorHub’ s growth strategy, a new role has been created to enhance customer experience and improve operational efficiency through the use of technology.

The IT Operations System Lead will conceive, define, test, deliver, monitor, refine digital products in the market and internally to maximize business results. They conduct customer research, and work with key stakeholders across business to develop and convey product vision. They also work with the development team and external vendors to deliver and sustain the end-to-end customer experience.

Candidate will develop and own the product roadmap across the company in alignment with business strategy and growth, working with partners externally and internally, the candidate will be responsible for prioritizing initiatives and ensure successful delivery.

The ideal candidate should be commercially savvy and be able translate business needs into technology requirements with specific focus on business outcomes. Candidate should be able to communicate, engage and influence key business users to understand pain points and ensure technology adoption.

Duties & Responsibilities:

Product Management and Business Analysis

· Establish and maintain relationships with the key business stakeholders to define product capabilities and priorities.

· Perform (internal or external) customer research by means of including surveys, product analytics, market research, interviews, online forums, or other cost-effective means of gaining insight into the "voice of the customer.

· Perform competitive analysis on the alternatives that target customers might use, so as to
understand what capabilities and qualities the product must have to attract customers away from those alternatives — and keep them satisfied.

· Define and maintain the product roadmap based on business outcomes. Facilitate and drive alignment among key stakeholders on product roadmap that will help the
business achieve its goals and objectives, according to a shared view of product priorities.

· Analyze business processes across multiple value stream to identify areas for improvement, work with users to define requirements and write specific use cases and business requirements.

· This role acts as the technical point of contact for all PMS-related initiatives and ensures the system meets the evolving business needs of operations, finance, front office, and other key stakeholders

Delivery Management

· Work with key stakeholders to make frequent and dynamic prioritization decisions based on the
latest product analytics, product team metrics and customer feedback. Define, track and
communicate key product performance indicators as required to inform this process, and track
business results.

· Act as the "keeper (and communicator) of the vision" to translate the product strategy and vision developed with business stakeholders into what the product team must bear in mind every day to ensure they are building the right product.

· Manage delivery of solution by coordinating and working with the tech team and other various partners to deliver solution, this includes facilitating business process alignment, defining to- be processes, user story grooming sessions, UAT, Training, data conversion , etc

· Working with the users, ensure adoption of product solution through continuous training and gathering of feedback.

· Lead pilots of new features and capabilities. Provide guidance on how to maximize our technology platforms and stay updated on the latest features.

Product Support

· Act as first line support and platform expert for users

· Troubleshoot system issues and provide effective solutions within established timeframes.

· Maintain up-to-date documentation (Training materials, etc.)

· Act as an escalation point for departmental and business process issues.

· Act as liaison between Storhub and the respective platform vendors.

Job Requirements

Education

· A bachelor's or master's degree in computer science or business administration is preferred, but not required.

· Three to five years of relevant experience in IT and business environment, must have participated digital or operational initiatives aimed at improving customer experience and processes.

· Basic familiarity with Agile methodology, design thinking, lean and agile software delivery

· Working Knowledge in CRM platforms, especially Zendesk. Ability to configure workflows a plus

· Good balance of Business Process and technology skillset, able to translate and document business requirements and communicate with Technology teams.

· Growth mindset, able to continuously identify areas of improvement and constructively influence stakeholders

· Able to work in ambiguous, fast changing environment.