Operations Lead

GMP Technologies; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

GMP Technologies in Singapore is seeking an Operations Manager to oversee daily IT service operations, lead field resources, and ensure KPI and SLA targets are met. The role focuses on process design, escalation handling, and maintaining high service quality while driving customer satisfaction.

The candidate should have a diploma in IT or related field with at least three years of leadership experience and strong problem-solving skills.

Qualifications

• A diploma in IT or a related field is required.
• Minimum of three years of leadership experience.
• Strong leadership and team management abilities.
• Exceptional problem-solving skills.

Responsibilities

• Oversee daily operations and ensure KPIs are met.
• Lead team leads; design processes and workflows; manage service operations and field resources.
• Drive achievement of SLA targets with recovery/improvement plans.
• Provide leadership on service delivery processes aligned with contracts and deliverables.
• Maintain high service quality and customer satisfaction; support team morale.
• Manage RACI framework, workload distribution, and training roadmap.
• Coordinate internal resources and external partner workers to meet targets.
• Conduct regular operational reviews to identify and resolve issues.
• Assist and advise field resources on escalations; manage client/stakeholder escalations when needed.
• Prepare operational reports, analyze findings, and share insights with customers.
• Understand customer requirements and build strong, lasting relationships; participate in management meetings.

Job description

• Support the Operations Manager in overseeing daily operations, ensuring team KPIs are met consistently.
• Monitor the progress of field resources daily, ensuring timely job completion and closure.
• Take responsibility for leading team leads, including designing processes and workflows, managing service operations, and overseeing field service resources.
• Drive the achievement of internal team and contractual Service Level Agreement (SLA) targets, including recovery and improvement plans.
• Provide leadership and guidance on service delivery processes, ensuring alignment with service contracts and deliverables.
• Maintain high service quality standards across all aspects of service delivery, prioritizing customer satisfaction and team morale.
• Manage the team's RACI framework, roles and responsibilities, workload distribution, and training roadmap.
• Oversee both internal resources and external partner workers, ensuring service quality and performance meet targets.
• Conduct regular operational reviews with the service team or individual members to identify and resolve issues effectively.
• Assist and advise field resources in handling escalation cases as needed.
• Manage work-related escalations involving clients and internal stakeholders when required.
• Prepare operational reports, analyze findings, and share insights with customers.
• Understand customer requirements and build strong, lasting relationships with them.
• Participate in meetings with the management team and external customer teams.

Requirements:

• A minimum of a diploma in IT or a related field.
• At least three years of leadership experience.
• Strong leadership and team management abilities.
• Exceptional problem-solving skills.