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!
Skills Required
- Bachelor's degree (or equivalent) in Operations Management, Business, Data/Information Systems, or related field.
- 5 to 8 years of relevant operations experience, 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).
- Ability to delegate responsibilities while maintaining organisational control and customer service.
- Demonstrated ability to manage operational KPIs, service levels, and continuous improvement initiatives.
- Experience with contract support and service delivery governance.
- Skills in budget development and oversight.
- Proficiency in conflict management and business negotiation processes.
What We Do
Surbana Jurong and our member companies are a global multidisciplinary consultancy group with more than 120 offices in over 40 countries. We are architects, designers, planners, engineers and other specialists, driven by progressive thinking to create a better built environment. We are united in our mission of Building Cities, Shaping Lives. By designing and delivering quality housing, workspaces, roads, rail, hydropower, dams, underground and coastal protections and other critical infrastructure, we are creating smart and sustainable spaces where communities and businesses, present and future, can thrive. With over 70 years’ experience delivering projects worldwide, we see every project as an opportunity for us to fulfil aspirations and enrich lives. Join us, and join a culture of innovation, passion for problem-solving and commitment to shaping a better future.
