G14 - Operations Support Engineer

Role Overview

We are seeking an experienced Operations Support Engineer (Senior Consultant) to support the delivery, operations, governance, and continuous improvement of central government products and services.

The role will work closely with government agencies, internal teams, technology partners, and vendors to ensure services are delivered reliably and in accordance with contractual, operational, security, and governance requirements.

The successful candidate will play a key role in service operations, stakeholder management, vendor governance, risk and compliance, procurement, and technology transformation initiatives.

Key Responsibilities

Service Operations & Governance

• Support the development, launch, adoption, operations, and continuous enhancement of central government products and services.
• Lead operational governance and service management activities across supported products and services.
• Monitor service and delivery performance, identify operational gaps, and drive continuous improvement initiatives.
• Coordinate with relevant technical and business teams to investigate and resolve operational issues.
• Ensure services comply with applicable government governance, operational, and security policies.
• Serve as a key point of contact for operational, contractual, and governance-related matters.

Stakeholder Management & Reporting

• Engage regularly with government agencies, internal stakeholders, vendors, and technology partners.
• Provide timely updates on service performance, operational issues, risks, dependencies, and remediation activities.
• Drive alignment on operational priorities and facilitate the resolution of escalated issues.
• Develop and present management updates, operational dashboards, risk assessments, governance reports, and executive briefing materials.
• Provide recommendations and consultation to stakeholders and senior management to support strategic and operational decision-making.

Vendor & Contract Management

• Manage suppliers and vendors to ensure contractual obligations and service commitments are fulfilled.
• Conduct service reviews and monitor Service Level Agreements (SLAs), deliverables, performance, and contractual commitments.
• Review and coordinate the acceptance of supplier deliverables.
• Manage issue escalation and follow through with vendors until satisfactory resolution.
• Maintain accurate documentation and tracking of contractual deliverables, actions, issues, and dependencies.

Risk, Security, Audit & Compliance

• Lead and coordinate operational risk, audit, security, and compliance workstreams.
• Coordinate security and compliance assessments, remediation activities, and policy compliance reviews.
• Track identified risks, findings, and remediation actions through to closure.
• Support governance reporting and ensure appropriate documentation and evidence are maintained.
• Assist the Contract Owner in conducting briefings, clinics, compliance exercises, and internal/external audits.

Procurement & Resource Management

• Coordinate procurement activities required to support service delivery and operations.
• Support the procurement of augmented manpower, IT hardware and software, licences, and professional services.
• Work with relevant stakeholders to ensure procurement requirements, specifications, approvals, and deliverables are properly managed.
• Technology Transformation & Operational Readiness
• Support the planning and execution of technology transformation and service improvement initiatives.
• Coordinate service onboarding, system and infrastructure migrations, infrastructure refresh programmes, and operational readiness activities.
• Assess operational dependencies, risks, support requirements, and readiness prior to implementation or go-live.
• Work with technical teams, vendors, and stakeholders to facilitate smooth transition into BAU operations.

Requirements

• Relevant experience in IT operations, service management, technology delivery, infrastructure operations, or IT governance within a large-scale enterprise environment.
• Strong experience in stakeholder and vendor management, preferably involving multiple internal and external parties.
• Experience managing SLAs, contractual deliverables, service reviews, operational risks, and escalations.
• Good understanding of IT governance, cybersecurity, risk management, audit, and compliance processes.
• Experience supporting technology transformation, migration, service onboarding, or infrastructure refresh initiatives.
• Familiarity with procurement processes for IT resources, software, licences, manpower, or professional services.
• Strong analytical, problem-solving, documentation, and reporting capabilities.
• Able to prepare and present management reports, dashboards, risk assessments, and executive-level materials.
• Strong communication and stakeholder engagement skills, with the ability to work effectively with senior management, government agencies, vendors, and technical teams.
• Able to work independently, manage multiple workstreams, and drive issues through to resolution.

Preferred Qualifications

• Experience working within the Singapore public sector or large-scale government technology environments would be advantageous.
• Familiarity with ITIL / IT Service Management (ITSM) practices would be advantageous.
• Relevant certifications in IT service management, project management, cloud, cybersecurity, or governance would be an advantage.