PRO-MATRIX PTE LTD
Senior Operations Manager
- Compensation
- SGD 8K–SGD 11K / mo
- Location
- Singapore
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Contract
- Experience
- Not specified
- Category
- Operations
- Posted
Skills
Must have
- Diploma or degree in Mechanical or Electrical Engineering, Facilities Management or a related discipline, or equivalent relevant experience.
- Preferably at least seven years of relevant M&E, facilities or maintenance experience, including three years leading teams or multiple accounts; data centre or critical-facility experience is strongly
- Practical understanding of electrical and mechanical infrastructure, maintenance planning, critical-work controls and incident recovery.
- Experience managing SLAs, customer escalations, manpower, vendors and operational budgets.
- Strong leadership, judgement, communication and reporting skills; proficiency in Microsoft Office and CMMS or maintenance management systems.
- Able to support emergency escalations and site visits, including outside normal hours when required; support regional assignments as directed.
Full description
The Senior Operations Manager is accountable for the performance of assigned facilities management and technical service operations across data centres and critical facilities. The role leads resident and mobile teams to deliver contractual commitments, respond promptly to customers, manage operational risks and control delivery costs. It coordinates resources across FM and Service, resolves delivery issues and develops team capability, working with BD, Commercial and Technical teams to support customer retention and profitable growth.
Operations and Service Delivery
- Lead assigned FM and Service operations, with clear ownership of each account, work activity and contractual deliverable.
- Plan and oversee preventive and corrective maintenance, service requests, emergency response and operational ad-hoc works against agreed schedules and SLAs.
- Review performance, maintenance backlogs and overdue actions; assign owners and deadlines and intervene before service failures escalate.
- Resolve resource and scope conflicts between teams, coordinating support while protecting resident-site coverage and committed maintenance schedules.
- Oversee mobilisation and handover of new contracts, confirming scope, staffing, asset information, procedures, access and readiness.
Customer Response and Contract Performance
- Remain accountable for operational customer engagement, timely responses, regular updates and closure of service issues.
- Lead operational review meetings and track complaints, commitments and recovery actions through to completion.
- Manage client expectations against agreed scope and service levels; escalate variations or contractual ambiguity to Commercial.
- Ensure operational reports are accurate, timely and supported by maintenance records, performance data and completed actions.
- Coordinate with BD or Client Management on customer concerns affecting retention, while retaining ownership of the operational resolution.
Incident Risk and Change Management
- Lead incident response, escalation and recovery, ensuring prompt client communication and coordination with authorised technical specialists.
- Review incident reports and root cause analyses; implement corrective and preventive actions and verify their effectiveness.
- Review risk assessments, SOPs, MOPs, EOPs and emergency response plans for assigned operations, within delegated authority and with specialist review where required.
- Ensure high-risk works follow the applicable change-control process, including client or CAB approvals, competency checks, contingency plans and rollback arrangements.
- Maintain emergency readiness, escalation contacts and business continuity arrangements through drills and periodic reviews.