Product Ops Specialist (HSA)

GovTech · Singapore · hybrid GovTech is the lead agency driving Singapore's Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government's capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity. Play a part in Singapore's vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today! Operational Expertise Help streamline operational workflows and reduce toil across desktop modernisation, device lifecycle and digital workplace services. Be accountable for using knowledge of the product ecosystem, including central services, M365 and endpoint platforms, to improve how business, technology, security and vendor teams work together. Help manage service requests by assessing their impact on users, their business priority and the resources they need, and tracking them to closure with internal teams and vendors. Turn central service requirements into practical onboarding through readiness assessments, implementation plans, dependency tracking and go-live support. Data and Analytics Help use adoption, usage and service data to inform operational and product decisions, and give structured feedback to the product manager. Maintain concise dashboards and management updates that cover progress, adoption trends, risks and decisions needed. Process Improvement Be accountable for user research, such as interviews, feedback sessions and analysis of support queries, that leads to operational improvements. Map current processes with business teams, find inefficiencies and support future-state redesign using M365, Power Platform, automation or GenAI where they fit. Risk Management Be accountable for identifying and assessing operational risks and developing mitigation strategies, including incident management processes and audit preparation. Make sure GenAI and workplace technology rollouts follow data classification, access control and acceptable-use policies, working with security and data governance teams. User Support and Engagement Be accountable for growing the user base by engaging users, collecting feedback and resolving queries, and feed what you learn into product iterations. Identify and prioritise GenAI use cases with business teams, run enablement, and track outcomes against agreed measures. Help build user proficiency and adoption through training programmes and enablement materials. Support change communications and go-to-market activities by making sure operations are ready for each product launch. What the role needs to bring Hands-on experience onboarding business units to centrally provided or enterprise-wide technology services. Practical, workplace use of Copilot and/or ChatGPT, with at least one concrete use case and its result. Enough knowledge of desktop technology and device lifecycle management to translate technical issues into business impact and recommendations. Experience running several workstreams at once, with dependencies, risks and vendor deliverables, and reporting them to management. Strong written communication, including writing a clear one-page executive update on a complex initiative. What strengthens performance in the role Product management practices: problem discovery, analysing user needs, prioritisation, roadmaps and outcome-based delivery. Designing adoption metrics, benefit measures and user-experience indicators. Experience in government, healthcare or other regulated, multi-vendor environments. How the role is expected to work Own problem outcomes and help peers: Own assigned operational tasks independently, and deal with issues early with little guidance. Know when to escalate, and recommend next steps to improve processes. Align own work with team strategy: Focus on the work