Product Operations Specialist (Managed Services)

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  

• 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 

b. Mission and Policy Integration 

• Contribute to development of measurements that can effectively measure managed services and operational success 

• Contribute to aligning managed services operational processes with strategic product goals and HSS programme objectives 

• Contribute to policy reviews, assessing potential impacts of policy changes on managed services operations and delivery 

4. Culture and Organizational Influence 

a. Collaborative Culture, Organizational Impact and Strategic Alignment 

• Accountable for alignment on operational goals within cross-functional managed services teams including CSPs, contractors, and agencies 

• Drive collaboration with team members on managed services operational initiatives and maintain documentation related to managed services products and programmes 

• Contribute to developing relationships with key stakeholders including CSPs and HSS contractors, aligning operational efforts with organizational objectives 

• Align managed services operational strategies with product and organizational goals 

Essential Requirements 

• Operating experience with Managed Services for infrastructure hosted on-premise and/or in the Cloud (AWS, Azure, Google Cloud) 

• 3 to 5 years of experience in managing operational challenges within managed services problem spaces with demonstrated ability to work with CSPs and contractors 

• Strong problem-solving abilities and innovative thinking with experience in data-driven decision making for managed services 

• Excellent communication and technical writing skills with ability to communicate complex technical issues to non-technical teams 

• Proven ability to work collaboratively in high-performance teams and influence with positive energy 

• Experience in conducting user research and stakeholder engagement for managed services improvement 

• Knowledge of managed services commercial frameworks and contractor management 

Preferred Experiences 

• Cloud infrastructure and services expertise in AWS, Azure, Google Cloud 

• Working knowledge with infrastructure automation and scripting capabilities (e.g., Terraform, Ansible, Python) 

• Working knowledge with DevOps practices  

• Site Reliability Engineering (SRE) practices and operational excellence methodologies 

• SG-TechStack products experience (StackOps, SHIP-HATS) 

• Experience in government or enterprise managed services environments 

• Experience with managed services transformation and digital operations initiatives 

• ITIL certification or equivalent service management qualifications 

• Experience in cross-functional project leadership and stakeholder management 

• Background in technical workshops, training delivery, and customer enablement programs