Product Operations Specialist (Managed Services)
Careers@Gov · Singapore · Full-time
Quick Summary
- Manage Managed Services catalogues from implementation to ongoing support
- Develop data-driven strategies and analyze performance metrics for service improvement
- Identify and mitigate operational risks including audit preparation and incident management
Full Description
[What the role is]
GovTech is the lead agency driving Singapore’s Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government’s capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity.At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round.
Play a part in Singapore’s vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today!
Learn more about GovTech at tech.gov.sg.
[What you will be working on]
The Hosting Support Services (HSS) team drives the transformation and modernisation of operations management practices and services for IT systems across the Singapore Government, designing, providing and continuously enhancing the suite of operations management services for Government Agencies.
The Product Operations Specialist - Managed Services Portfolio is responsible for managing the Managed Services catalogues of HSS and driving their success from implementation to ongoing support.
At this stage, the specialist develops Managed Services catalogues for managed services, working closely with cross-functional teams including Cloud Service Providers (CSPs), HSS contractors, and customers (agencies) to deliver on product goals. They define operational requirements for managed services coverage, prioritize improvements based on business impact, and ensure that managed services operations run smoothly while balancing user needs, operational demands, and business objectives. The role focuses on transforming managed services in Singapore Government from contractor-managed, SLA-based delivery to outcome-driven services that enhance Public Officers' technical competencies and serve as key enablers for Singapore Tech Stack platforms.
1. Craft and Execution
a. Data and Analytics
Contribute to implementing data-driven approaches to analyze user data, feedback, and usage patterns for managed services to inform operational and product decisions that provide feedback to product managers
Monitor and analyze current state of managed services products and programmes to ensure optimum performance to form and maintain the Managed Services catalogue
Develop data-based strategies for continuous improvement of managed services delivery
Generate actionable insights from managed services performance metrics to drive decision-making and service enhancements
b. Process Improvement
Develop operations and process guides for managed services to ensure compliance with audit requirements and organizational standards
Collaborate with product managers, engineers, designers, and stakeholders to define managed services requirements based on customer feedback
c. Risk Management
Accountable for identifying and assessing operational risks within managed services delivery, developing mitigation strategies including audit preparation and incident management processes
Understands managed services issues and incidents including security-related events, ability to translate problem determination and resolution into scope of work needed to form and maintain the Managed Services catalogue
Work with internal teams and vendors to resolve managed services issues on a timely basis to meet programme objectives
Provide reporting and escalation to management or incident committees when necessary for managed services operations
Implement preventive measures based on managed services incident analysis and operational assessments
d. User Support and Engagement
Accountable for operational challenges within managed services problem space to form and maintain the Managed Services catalogue
Contribute to cross-functional projects enhancing organizational efficiency between managed services and SG-TechStack integration
Work with Product Operations Specialist for Service Delivery to integrate SG-TechStack with managed services
Accountable to develop managed services catalogue, operational workflows and reduce operational toil through automation and process optimization
Develop and design managed services scope coverage for systems including non-standard coverage requirements
2. Ownership
a. Accountability
Manage teams consisting of staff and vendors, ensuring operability of managed services products and programmes
Accountable for driving user growth and adoption of managed services by engaging agencies, collecting feedback, and resolving user queries to inform service iterations
Contribute to change communication and go-to-market strategies by ensuring operational readiness for managed services launches and transitions
Support customers (agencies) and HSS contractors on managed services coverage for their infrastructure needs
Accountable to develop managed services requests, assessing impact and resource requirements for infrastructure hosted in the cloud
Work with Programme and Project Managers on contractual matters with HSS contractors
b. Personal and Team Development
Contribute to enhancing user proficiency and managed services adoption through training programs, technical workshops, and clinics
Develop training materials and provide user support to internal teams and external clients for effective utilization of managed services
3. Strategic Alignment
a. Operational Vision and Planning
Contribute to development of long-term strategies that enhance user experience and operational efficiency for managed services
Contribute to business case approval processes by conducting market research and data gathering for managed services concept papers
Contribute to funding and procurement processes, assisting in budget estimations and proposal preparations for managed services areas
Analyze statistics, update status and progress reports, and present managed services findings to stakeholders and management