Note: **Prefer someone with more experience with application projects hosted on the cloud**
Employment Type: 1-year contract (renewable)
Eligibility: Singaporean ONLY
Job Overview:
We are seeking a proactive and service-oriented Operations & Support Lead to support the delivery and ongoing operations of a learning technology project deployed at the customer’s site. The successful candidate will represent the vendor team onsite and serve as the primary operational liaison between the customer, project stakeholders, technical teams, and support vendors. The role requires strong operational management capabilities, stakeholder engagement skills, and experience managing support services within a structured and customer-facing environment.
Key Responsibilities
Operations & Service Management
Oversee daily operational support for learning technology platforms and associated systems
Monitor system performance, service availability, and operational issues to ensure service continuity
Coordinate system enhancements, releases, maintenance activities, and operational readiness
Maintain operational procedures, workflows, and support documentation
Ensure compliance with organisational policies, governance standards, and service requirements
Support business continuity and operational resilience initiatives
Incident & Support Management
Serve as the primary onsite coordinator for operational and support-related matters
Manage incident reporting, issue tracking, escalation, and resolution processes
Coordinate with technical teams, infrastructure teams, and vendors for timely issue resolution
Monitor service delivery against SLAs and KPIs, and provide updates to stakeholders
Drive continuous improvement initiatives to enhance operational efficiency and user support experience
Stakeholder & Vendor Management
Work closely with stakeholders, business users, project managers, technical teams, and vendors to support operational requirements and service delivery
Support governance activities including meetings, reporting, audits, and service reviews
Assist with change management, user engagement, and adoption activities
Reporting & Continuous Improvement
Prepare operational reports, incident summaries, dashboards, and management updates
Analyse operational trends and recommend service improvement initiatives
Support audit, compliance, and risk management activities
Maintain accurate operational records, logs, and documentation
Qualifications & Experience
• Bachelor’s degree in Information Technology, Information Systems, Education Technology, Business Administration, or a related discipline
• At least 5 years of relevant experience in operations management, service delivery, or support functions
• Experience supporting enterprise digital platforms, cloud-based systems, or Learning Management Systems (LMS)
• Experience managing vendors, support teams, and cross-functional stakeholders
• Familiarity with structured project delivery and governance environments
Certifications
Mandatory
• ITIL Foundation Certification (or equivalent certification in IT Service Management)
Preferred / Good-to-Have
• Microsoft Azure certification (e.g., Azure Fundamentals, Azure Administrator, or related cloud certification)
• Project management certifications such as PMP, PRINCE2, Agile, or Scrum certifications
• Relevant certifications in service management, operations, or enterprise platforms
• Learning Management System (LMS) platform certifications will be advantageous
Competencies & Skills
• Strong organisational, coordination, and stakeholder management skills
• Good analytical and problem-solving capabilities, Strong communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Service-oriented mindset with attention to operational quality and user experience
• Proficiency in operational reporting and documentation
Preferred Attributes
• Experience in public sector, education, or large-scale digital transformation environments
• Familiarity with ticketing and service management platforms (e.g. ServiceNow, Jira Service Management)
• Understanding of governance, compliance, and audit processes
• Ability to work independently and collaboratively across teams
