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IT Service Operation Lead (Healthcare)

Job Seekers Singapore IT IT

Job Summary

  • Singapore
  • Permanent
  • BBBH811427
  • Mar 29, 2022
  • S$10-14k pm
Job Description

A leading organization in the Healthcare Technology sector, transforming healthcare through smart technology and latest innovations.

The Service Operations Lead ensures the delivery and optimization of operational processes and procedures for maximum efficiency while maintaining quality standards. He/She is responsible for the implementation of new processes and procedures to improve customer experiences and system resiliency. He/She is expected to have broad experience in the recovery of service health issues impacting service performance.

He/She possesses good leadership skills in planning as well as in managing and driving the Service Operations Team. Is able to develop and present proposal to seek approval and secure funds for Initiatives and has a strong ability to ensure compliance to policy and procedures.

Your Role:

  • Manage team / multiple workstreams and develop plans to deliver IT Support and Operations
  • Define performance metrics and develop dashboards and monitoring
  • Ensure services comply with end to end support structure, SLAs, KPIs and monitoring that meet business requirements and priorities
  • Recommend approaches to improve efficient and quality of service operations
  • Promote and support a culture of compliance and continuous improvements aligned to ITIL and service operations
  • Planning the budget and resources needed to fulfil Service Operations Activities
  • Mentors, coaches and inspires team members to higher levels of performance. Provides guidance to the team to ensure the best support possible for systems availability, stability and performance
  • Coordinates closely with other Service Delivery Leads across the group to ensure consistency of services and ITIL disciplines across the organisation
  • Manage team of Incident and Problem managers responsible for management of high severity incidents incurred in our production environment
  • Manage multiple incident and problem management workstreams and is responsible from initiation to completion
  • Engagement, communication and promotion of the incident and problem management model and processes established to key stakeholders and the broader community
  • Develop and improve Response and Recovery Plans and improve process efficiency (e.g. streamlining) and effectiveness
  • Provide reporting on performance of incident and problem management
  • Maintain and develop knowledge base for quicker resolution of any previously occurred and fixed incidents


  • Bachelor's degree in computer science or other highly technical, scientific discipline
  • With at least10-15 yrs of Technical / Application experience
  • Proven client engagement experience / vendor management experience
  • Proven track record of leading multiple technology teams comprising of application and technology related domains to meet Service Operations SLA, KPIs
  • ITIL v3/v4 certification and strong service oriented experience / background
  • Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
  • Ability to establish and manage processes and practices through collaboration and the understanding of business

Those who are keen for the role and would like to discuss the opportunity further, please click apply now or email Vincent at with your updated CV.

Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days please accept this as notification that you have not been shortlisted.

Vincent Liew
M3S Solutions | Morgan McKinley Pte Ltd | EA Licence No: 11C5502 | EAP Licence No: R1872133


Consultant Details

Consultant Details

Vincent Liew
Vincent Liew
  • Talent Partner | M3S
  • +65 6818 3182