Operations Lead

GMP Technologies; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology service firm in Singapore is seeking a qualified Operations Supervisor to support daily operations and lead a team to meet KPIs. The ideal candidate should possess a diploma in IT or a related field, with at least three years of leadership experience. Responsibilities include monitoring field resource progress, driving service level agreements, and maintaining high service quality standards. Candidates are encouraged to apply through the company's recruitment portal, and only shortlisted applicants will be contacted.

Qualifications

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

Responsibilities

• Support the Operations Manager in overseeing daily operations.
• Monitor the progress of field resources daily.
• Lead team leads and manage service operations.
• Drive achievement of SLA targets and improvement plans.
• Maintain high service quality standards across all services.
• Conduct regular operational reviews to identify issues.

Skills

Leadership

Team management

Problem-solving

Education

Diploma in IT or related field

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.

To apply, please visit www.gmprecruit.com and search for Job Reference.

We regret that only shortlisted candidates will be notified.