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Government Technology Agency

Government Technology Agency

Product Operations Specialist (Service Delivery)

Fixed Terms
Closing in 6 day(s)

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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 

 

4. Culture and Organizational Influence 

 a. Collaborative Culture, Organizational Impact and Strategic Alignment 

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

  • Contribute to developing relationships with customers and aligning operational efforts with HSS objectives 

  • Foster a collaborative culture within service delivery teams and facilitate regular communication and collaboration between field operations and central HSS product development teams 

What we are looking for

Essential Requirements 

  • Working experience in operating Managed Services for infrastructure (on-premise/Cloud) 

  • 3 to 5 years working experience in BAU operations management including routine maintenance, monitoring, change management, and operational support activities 

  • Working experience in leading and managing technical teams, eg. field engineers 

  • Working experience with managed services delivery models, governance frameworks, and operational excellence methodologies 

  • Working experience with BAU operations including operational reporting, and routine maintenance activities 

  • Understanding of managed services commercial models, SLA structures, and performance measurement frameworks 

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

  • Ability to communication well and technical writing skills to conduct user research and stakeholder engagement 

 

Preferred Experience 

  • 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) 

  • Product management, operations, or engineering roles with strategic planning involvement 

  • Ability to gather customer requirements for analysis to contribute to business case development  

  • Multi-site service delivery management experience 

  • Field engineering coordination and mobile workforce management ​

GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe it is key to innovation. 

Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks.

  

We champion flexible work arrangements (subject to your job role) and trust you to manage your time to deliver your best.

Learn more about life inside GovTech at go.gov.sg/GovTechCareers

About your application process

This job is closing in 6 day(s).

If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within Government Technology Agency or the wider Public Service.

About Government Technology Agency

The Government Technology Agency (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. We empower our people to master their craft through continuous and robust learning and development opportunities all year round. Our GovTechies embody our Agile, Bold and Collaborative values to deliver impactful solutions. GovTech aims to transform the delivery of Government digital services by taking an "outside-in" view, putting citizens and businesses at the heart of everything we do. 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.

Learn more about Government Technology Agency