Product Operations Specialist (Service Delivery)
Careers@Gov · Singapore · Full-time
Quick Summary
- Capture and analyze customer needs, feature requests, and service gaps through engagement
- Implement standardized procedures and continuous improvement for service delivery workflows
- Lead incident response and coordinate with field engineers and customers for issue resolution
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 for Service Delivery Mgmt Lead is responsible for delivering and managing operational aspects of HSS services and SG-TechStack products, driving HSS success from implementation to ongoing support.
At this stage, the specialist develops operational strategies for the HSS programme, working closely with cross-functional teams including customers (Agencies), contractors, and product owners to deliver on product goals. They define operational requirements for HSS services, prioritize improvements based on business impact, and ensure that product operations run smoothly while balancing user needs, operational demands, and business objectives to deliver value across the Singapore Government's technology ecosystem.
1. Craft and Execution
a. Data and Analytics
Accountable for systematically capturing, analyzing, and documenting customer needs, feature requests, and service gaps identified through field operations and direct customer engagement
Contribute to implementing data-driven approaches to analyze user data, feedback, and usage patterns for HSS services and SG-TechStack products
Develop and measure service effectiveness metrics including team performance, field engineer utilization, and customer satisfaction scores
Monitor and analyze service delivery team performance metrics to identify improvement opportunities
Analyze customer behavior patterns and service utilization trends to identify market opportunities and service gaps
b. Process Improvement
Accountable for conducting user research with customers for operational improvements and service enhancements
Implement standardized procedures for field engineering activities and service delivery workflows, including continuous improvement processes based on team feedback, operational data, and industry best practices
Ensure proper escalation procedures and communication channels between field teams and central operations
c. Risk Management
Handle service issues and security-related incidents with customers, conducting problem determination and resolution with field engineers using GovTech’s risk management framework
Lead and/or coordinate incident response activities involving field engineers and customers
Implement preventive measures based on incident analysis and coordinate escalations to management when necessary
d. User Support and Engagement
Contribute to enhancing field engineer proficiencies and product adoption through training programs, technical workshops, and enablement sessions delivered by service delivery teams
Coordinate user-facing activities including on-site visits, technical consultations, and service reviews through field engineers
Apply GovTech best practices for managed services including ITIL framework, service management methodologies, and operational excellence standards
Implement managed services governance frameworks including service catalogs, SLA management, and performance dashboards
Apply GovTech best practices for managed services including proactive monitoring, automated remediation, and predictive analytics
2. Ownership
a. Accountability
Establish feedback loops between field teams, customers, and central HSS product development teams to ensure continuous alignment with customer requirements
Accountable for overseeing daily BAU operations including routine maintenance, monitoring, and support activities across HSS services
Contribute to establishing and maintaining operational run books, standard operating procedures (SOPs), and knowledge management systems
Manage operational schedules including maintenance windows, change management processes, and service availability planning
Monitor BAU operations for service enhancement opportunities and customer pain points to inform central team assessments
b. Personal and Team Development
Accountable for leading and managing service delivery teams, eg. field engineers to ensure operational excellence
Accountable for coordinating field engineering activities and resource allocation across multiple government agency sites and projects
3. Strategic Alignment
a. Operational Vision and Planning
Contribute to development of long-term strategies that enhance user experience and operational efficiency for HSS services
Develop service delivery capacity planning and resource forecasting to support strategic initiatives
b. Mission and Policy Integration
Contribute to development of metrics that effectively measure HSS service and operational success, including team performance indicators
Ensure service delivery practices comply with GovTech policies and security requirements