Job Description

You will be part of a multi-award winning HealthTech firm.
A leading organization in the Healthcare Technology sector, transforming healthcare through smart technology and latest innovations. The company who offer fantastic long-term stability and career growth as part of a thriving organization in a growing industry. PURPOSE: IT Service Operations - We are currently helping an award winning IT organization to rapidly expand it's Service Operations Division. Part of a Critical Infrastructure KTLO initiative. The Programme Planning Office (PPO) supports / enables the Developmental Success and Excellence of Service Operations. Strategic Planning

• Support division directors and principals in identification of trends and emerging issues that can impact Service Ops strategy and TOM (Target Operating Model); work with directors and team to continuously update and refine as required.
• Formulate plans, initiatives and programs to support the implementation of defined Service Ops strategy and TOM
• Monitor execution of the plans; track and report on execution outcome
• Support management in analyzing the impact of plans and changes to TOM (Target Operating Model)

Communication and Engagement

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  Communicate division's strategy and performance, internally and externally, so that divisional personnel, partners and stakeholders can understand how Service Ops contribute to the overall company objectives and health tech aspirations.

Division Development - Culture, Process Improvement & Learning

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  Work on continuous improvement of user experience and satisfaction with the support and maintenance aspects of IT applications
• Drive the adoption of ITIL processes, Service Ops standards and operational improvements.
• Develop and maintain standard guidelines for Service Ops SLOs, SLAs and deliverables for AMS contracts, TOR (Term of Reference) for appointments, SOW (Statement of Work) and charging templates.
• Develop improved process and working/collaborating with other parties as required to drive change
• Develop culture of Service and Quality Awareness.
• Specific to candidates focusing on Learning and Development
  
• Champion the implementation of Service Ops specific Learning & Development program (aka Service Ops Academy) to define & improve division's Competencies across both functional and technical perspective.
• Monitor and report on the effectiveness of Learning & Development program and the improvement of division's Competencies; continuously refine them as necessary.

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  Specific to candidates focusing on Contract Management
  
• Provide advice on all contract matters to Service Ops division.
• Address queries and resolve issue on contract related matters for the assigned areas.
• Coach and train team members.
• Monitor the Contract Renewals under Service Ops, track and ensure no lapses in renewals for operations
• Provide sound advice on contract renewals and ensure compliance with internal corporate governance processes
• Collaborating with other groups to improve the Contract Management process to ensure Service Ops requirements and needs are being satisfied

Programme Support

• Develop / Improve Service Ops organizational and administrative processes
• Be secretariat to division-wide meetings and forums

Qualification (Functional & Technical):

• Bachelor Degree at minimum with the relevant studies.
• At least 6 years or more of Working Experience
• People Management experience is a plus
• Proven Track Record of driving Changes & Transformation in a corporate environment
• ITIL / ITSM knowledge is a plus
• SLM (Service Level Management) knowledge & relevant Implementation experience is a strong advantage
• Vendor Management, Outsourced Service Management or Contract Management related experience is a strong advantage.

Those who are keen for the role and would like to discuss the opportunity further, please click apply now or email Vincent at vliew@morganmckinley.com 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