Service Operations Lead (IT Managed Services)

Published: Tuesday, 09 June 2020

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To lead, manage and drive the Operations Service Support and assist the Service Delivery Manager for each Managed Services outsourcing client.


  • The Service Operations Lead is responsible for managing all aspects of day-to-day operational Service Support.
  • The Service Operations Lead will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service.
  • Ensure Incident Management processes are followed effectively (ie SRT’s escalation and notification).
  • Process management and co-ordination for PIR’s and RCA’s for incidents affecting their respective customers, in conjunction with the Problem Management, ensuring the appropriate Business implement actions to prevent reoccurrences of the same issue.
  • Assist the Service Delivery Manager in monitoring service delivery and Service Level Agreements ensuring that obligations are met, issues escalated and prioritized.
  • Coordinating Change Management activities as required.
  • Working in conjunction with Service Delivery Manager to identify, implement and drive service improvements to increase customer satisfaction.
  • Assist the Service Delivery Manager with resource demand forecasting to ensure can plan and effectively deliver end-to-end services. Work with Managers to interpret and plan projects and workload forecasts on an ongoing basis.
  • The Service Operations Lead is accountable for account service problems and prioritization of work requests for their monitoring specific customers.
  • Work in conjunction with the Service Delivery Manager to identify, implement and drive service improvements to increase customer satisfaction.
  • Work with Business to integrate new, enhanced and existing service offerings for the account.
  • Take a positive leadership role in both and customer businesses by demonstrating core values.
  • The Operations Manager may supply input to the customer Annual Technology Plan.
  • Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business.


  • Minimum - Bachelor’s Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree.
  • At least 5 – 6 years of IT Outsourcing experience in the combination of the following fields:
    • Technical implementation,
    • Project management skill set,
    • A full and broad understanding of the IT Outsourcing Services and operation coordination skill set
    • People management skill set.


    General CV submission 


    Country: Singapore
    Employment Type: Full time
    Salary: Open