Operations Lead: Field Services & SLA Excellence

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

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.