Business Operations Manager

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!