The Business Operations Manager is responsible for ensuring consistent, high-quality operations delivery for our Digital Technology Strategic Accounts team across service support, service desk and contract support, data management, and training functions.

The role leads day-to-day execution, governance, performance reporting, and continual improvement to meet service levels, contractual obligations, and organisational outcomes.

Role Responsibilities

1) Operational Leadership & Service Delivery

• Provide overall leadership and coordination for day-to-day operations across all reporting teams.

• Drive operational excellence by standardising processes, enforcing controls, and ensuring timely issue resolution.

• Establish operating rhythms (daily/weekly/monthly reviews) to manage priorities, risks, and workloads.

• Ensure operational readiness for peak periods, changes, incidents, and major planned activities.

2) Service Desk & Contract Support Oversight

• Oversee service desk operations including ticket handling, triage, escalation, and closure quality.

• Ensure compliance with contractual obligations (e.g., service levels, reporting cycles, deliverables, documentation).

• Review service desk metrics (e.g., response time, resolution time, backlog, first-contact resolution) and drive improvements.

• Maintain strong coordination between service desk activities and service support/technical teams.

• Drive the implementation of AI-hosted Service Desk by Q3 2026.

3) Service Support / Field & Technical Coordination

• Direct the Service Support Team to deliver timely on-site/technical support where required.

• Ensure proper incident classification, escalation paths, and coordination with vendors/partners (if applicable).

• Look into quality controls, improving and streamlining existing operations processes to drive efficiency, productivity and timely response to end-users.

• Monitor the uptime of critical business systems and infrastructure and work with the relevant teams to address any fault or system issues to minimise disruption to users.

• Monitor recurring issues and initiate root cause analysis and preventive actions.

4) Data Management & Systems Performance

• Manage data collection and management operations to ensure data integrity, availability, accuracy, and timeliness, in order to improve productivity and deliver service excellence.

• Oversee system analyst activities supporting operational reporting, dashboards, and data pipelines (where applicable).

• Implement data governance practices (e.g., access controls, versioning, audit trails, quality checks).

• Ensure operational reporting is reliable, standardised, and fit-for-purpose for management and client consumption.

5) Training

• Lead operational training planning and execution to sustain user competency and operational consistency.

• Ensure onboarding and refresher training are implemented for IEMS, TMS, and other new systems.

• Maintain and update training materials, knowledge base articles, and SOPs.

6) Governance, Reporting & Stakeholder Management

• Prepare and present operational performance reports (KPIs, trends, risks, improvement plans).

• Facilitate operational meetings with internal stakeholders and external parties (where relevant).

• Maintain documentation for SOPs, service catalogues, escalation matrices, and operational policies.

• Ensure audits/inspections (if any) are supported with timely evidence and corrective actions.

7) Continuous Improvement, Risk & Quality Management

• Identify bottlenecks, inefficiencies, and control gaps; implement corrective and preventive actions.

• Drive continual service improvement initiatives (process automation, tool enhancements, workflow redesign).

• Manage operational risks, including dependency risks, capacity constraints, and single points of failure.

• Ensure adherence to relevant quality, security, and compliance requirements as mandated by the organisation.

• Monitor cost and budget for reporting.

8) People Management

• Provide coaching, supervision, performance management, and development planning for direct reports.

• Set clear objectives and ensure accountability for deliverables, service standards, and teamwork behaviour.

• Foster a collaborative and customer-centric culture across the operations functions.

Role Requirements

• Bachelor’s degree (or equivalent) in Operations Management, Business, Data/Information Systems, or related field.

• About 5 to 8 years of relevant operations, with at least 2 to 3 years in a supervisory/managerial role.

• Proven experience managing multi-function operations teams (service desk/support, data/reporting, training).

• Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service.

• Demonstrated ability to manage operational KPIs, service levels, and continuous improvement initiatives.

• Experience with contract support and service delivery governance is preferred.

• Good skills in budget development and oversight.

• Proficiency in conflict management and business negotiation processes.

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!