- Singapore
Full Time Operations - Support Lead – Learning Projects Jobs, Salary up to SGD 7,000 in DCI CONSULTANTS PRIVATE LIMITED - Maukerja
Operations - Support Lead – Learning Projects
DCI CONSULTANTS PRIVATE LIMITED
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Working Location
Job Description
Responsibilities
Job Overview:
We are seeking a
proactive and service-oriented Operations & Support Lead
to
support the delivery and ongoing operations of a learning technology project deployed at the customer’s site
. The successful candidate will
represent the vendor team onsite and serve as the primary operational liaison between the customer, project stakeholders, technical teams, and support vendors.
The role requires
strong operational management capabilities, stakeholder engagement skills, and experience managing support services within a structured and customer-facing environment.
Key Responsibilities:
Operations & Service Management
•
Oversee day-to-day operational support
for the learning technology platform and associated systems
•
Monitor system performance, service availability, and operational issues
to ensure continuity of services
•
Coordinate operational readiness activities for system enhancements, releases, and maintenance activities
•
Develop, review, and maintain operational procedures, workflows, and support documentation
•
Ensure operational processes comply with organisational policies, governance standards, and service requirements
•
Support business continuity and operational resilience initiatives
Incident & Support Management
•
Serve as the primary onsite coordination point for operational and support-related matters
•
Manage incident reporting, issue tracking, escalation, and resolution processes
•
Coordinate with technical teams, infrastructure teams, and third-party vendors
to ensure timely issue resolution
•
Monitor service delivery against agreed service level agreements (SLAs) and key performance indicators (KPIs)
•
Provide timely updates and communication to customer stakeholders on operational incidents and service matters
•
Drive continuous improvement initiatives
to enhance operational efficiency and user support experience
Stakeholder & Vendor Management
•
Work closely with customer stakeholders, business users, project managers, and technical teams
to support operational requirements
•
Build and maintain positive working relationships
with customer representatives and key stakeholders
•
Coordinate with internal delivery teams and external vendors
to ensure smooth service delivery
•
Support operational governance activities
including meetings, reporting, audits, and service reviews
•
Assist with change management, user engagement, and adoption activities where required
Reporting & Continuous Improvement
•
Prepare operational reports, incident summaries, service performance dashboards, and management updates
•
Analyse operational trends and recommend improvements
to strengthen service delivery and support processes
•
Support audit, compliance, and risk management activities i
n accordance with customer requirements
•
Maintain accurate operational records, support logs, and documentation
Qualifications & Experience
At least 5 years of relevant experience
in operations management, service delivery, or support functions
•
Experience supporting enterprise digital platforms, cloud-based systems, or Learning Management Systems (LMS)
•
Experience managing vendors, support teams, and cross-functional stakeholders
•
Familiarity with structured project delivery and governance environments
Certifications
Mandatory
Working Locations: West Central
**We regret to inform that only shortlisted candidates will be notified. Personal data collected will be used for recruitment purposes**
DCI CONSULTANTS PRIVATE LIMITED
We are seeking a
proactive and service-oriented Operations & Support Lead
to
support the delivery and ongoing operations of a learning technology project deployed at the customer’s site
. The successful candidate will
represent the vendor team onsite and serve as the primary operational liaison between the customer, project stakeholders, technical teams, and support vendors.
The role requires
strong operational management capabilities, stakeholder engagement skills, and experience managing support services within a structured and customer-facing environment.
Key Responsibilities:
Operations & Service Management
•
Oversee day-to-day operational support
for the learning technology platform and associated systems
•
Monitor system performance, service availability, and operational issues
to ensure continuity of services
•
Coordinate operational readiness activities for system enhancements, releases, and maintenance activities
•
Develop, review, and maintain operational procedures, workflows, and support documentation
•
Ensure operational processes comply with organisational policies, governance standards, and service requirements
•
Support business continuity and operational resilience initiatives
Incident & Support Management
•
Serve as the primary onsite coordination point for operational and support-related matters
•
Manage incident reporting, issue tracking, escalation, and resolution processes
•
Coordinate with technical teams, infrastructure teams, and third-party vendors
to ensure timely issue resolution
•
Monitor service delivery against agreed service level agreements (SLAs) and key performance indicators (KPIs)
•
Provide timely updates and communication to customer stakeholders on operational incidents and service matters
•
Drive continuous improvement initiatives
to enhance operational efficiency and user support experience
Stakeholder & Vendor Management
•
Work closely with customer stakeholders, business users, project managers, and technical teams
to support operational requirements
•
Build and maintain positive working relationships
with customer representatives and key stakeholders
•
Coordinate with internal delivery teams and external vendors
to ensure smooth service delivery
•
Support operational governance activities
including meetings, reporting, audits, and service reviews
•
Assist with change management, user engagement, and adoption activities where required
Reporting & Continuous Improvement
•
Prepare operational reports, incident summaries, service performance dashboards, and management updates
•
Analyse operational trends and recommend improvements
to strengthen service delivery and support processes
•
Support audit, compliance, and risk management activities i
n accordance with customer requirements
•
Maintain accurate operational records, support logs, and documentation
Qualifications & Experience
- Bachelor’s degree in Information Technology, Information Systems, Education Technology, Business Administration, or a related discipline
At least 5 years of relevant experience
in operations management, service delivery, or support functions
•
Experience supporting enterprise digital platforms, cloud-based systems, or Learning Management Systems (LMS)
•
Experience managing vendors, support teams, and cross-functional stakeholders
•
Familiarity with structured project delivery and governance environments
Certifications
Mandatory
- ITIL Foundation Certification (or equivalent certification in IT Service Management)
- Microsoft Azure certification (e.g. Azure Fundamentals, Azure Administrator, or related cloud certification)
- Project management certifications such as PMP, PRINCE2, Agile, or Scrum certifications
- Relevant certifications in service management, operations, or enterprise platforms
- Learning Management System (LMS) platform certifications will be advantageous
- Strong organisational, coordination, and stakeholder management skills
- Good analytical and problem-solving capabilities
- Strong communication and interpersonal skills
- Ability to manage multiple priorities in a fast-paced environment
- Service-oriented mindset with attention to operational quality and user experience
- Proficiency in operational reporting and documentation
- Experience in public sector, education, or large-scale digital transformation environments
- Familiarity with ticketing and service management platforms (e.g. ServiceNow, Jira Service Management)
- Understanding of governance, compliance, and audit processes
- Ability to work independently and collaboratively across teams
Working Locations: West Central
**We regret to inform that only shortlisted candidates will be notified. Personal data collected will be used for recruitment purposes**
DCI CONSULTANTS PRIVATE LIMITED
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