About BiPlus
- BiPlus Software Solutions is a Vietnam-headquartered technology company founded in 2018, with offices in Hanoi. We have 150+ engineers, consultants, and specialists serving 100+ enterprise customers across Southeast Asia, South Korea, Japan, Canada, and Europe.
- BiPlus specialises in enterprise software development, Agile/SAFe transformation consulting, Atlassian platform services, and large-scale system integration - with deep domain. expertise in Telecom, Banking & Finance, and eCommerce. We are certified ISO 27001 & ISO 9001, an Atlassian Platinum Solution Partner, and Vietnam's premier Scaled Agile (SAFe) consulting provider.
About the Role
- We are looking for a seasoned Centre of Excellence (CoE) Lead to head a large-scale eCommerce Operations Centre of Excellence for one of our key international clients - a multi-market enterprise eCommerce platform built on SAP Commerce Cloud (Hybris) and integrated with a wide landscape of enterprise and legacy systems.
- As CoE Lead, you will be BiPlus's single point of contact with the client's regional leadership and will be accountable for the end-to-end performance of a 40+ member operations team spanning three pillars: Technical Operations, Merchandising, and Quality Assurance. This is a senior, client-facing leadership role based permanently onsite at the client's regional office in Singapore.
- You will:
- Own the engagement - act as the single point of contact (SPOC) and the primary escalation point for the client on all cross-pillar matters.
- Own performance - be accountable for SLA, headcount, and compliance outcomes across Tech, Merchandising, and QA.
- Lead the leaders - align priorities, resourcing, and reporting with the Tech Lead, Merchandising Lead, and QA Lead.
- Drive governance - represent BiPlus in all weekly, monthly, and quarterly governance meetings with senior client stakeholders.
Key Responsibilities:
1. Engagement Leadership & Client Relationship
- Serve as the single point of contact between BiPlus and the client's regional headquarters and country business teams; build trusted relationships with business, platform, and IT stakeholders.
- Coordinate with the client's other support teams, development vendors, DevOps, and third-party integration partners to drive cross-team issues to closure.
2. SLA & Service Performance Management
- Own the composite SLA across all three pillars - ticket resolution, initial response, and Business Validation Testing (BVT) - under a penalty-bearing contract with a 97%+ monthly target.
- Monitor SLA performance daily in Jira, identify breach risks early, and take corrective action through re-prioritisation, resource reallocation, or escalation.
- Ensure tickets handed over to other support teams or partners remain owned by the CoE and are actively followed up until closure.
3. Incident & Escalation Management
- Act as the primary escalation point for critical incidents; ensure a Person-in-Charge is assigned to every major incident bridge call, including out-of-hours on-call coverage.
- Ensure timely initial notifications, Root Cause Analysis (RCA) within 72 hours, and Corrective & Preventive Actions (CAPA) with clear owners and due dates.
- Maintain a complete, auditable incident log and drive recurring-issue elimination.
4. Reporting & Governance
- Prepare and present weekly, monthly, and quarterly reports covering SLA performance, incidents, headcount, BVT, projects, enhancements, and risks.
- Drive continuous improvement - analyse trends, propose automation and process optimisation, and lift team productivity.
5. Service Transition & Knowledge Management
- Lead service transition activities - knowledge takeover at engagement start and structured handover planning - with zero disruption to operations.
- Ensure the knowledge base (SOPs, runbooks, configuration records, scripts, and queries) is complete, current, and not dependent on any single individual.
Requirements:
Must-Have - SAP Commerce Cloud (Hybris) & eCommerce Domain
- 10+ years of experience in IT delivery, application support, or IT service operations, including at least 3 years of hands-on experience with SAP Commerce Cloud (Hybris) - as a technical lead, solution architect, functional consultant, or platform operations lead (mandatory).
- Solid understanding of the Hybris platform: data model (catalogs, products, prices, stock, orders, warehouses, multi-site/base store), Backoffice, Impex, FlexibleSearch, and the promotion and coupon engine.
- In-depth knowledge of eCommerce business flows or complex sales management systems.
- Proven experience working with large-scale legacy systems and multi-system integration such as ERP.
- Proficiency with Jira (ticket management, workflows, SLA tracking, reporting) and Confluence (knowledge base, documentation).
Must-Have - Leadership & Service Management
- 5+ years of team leadership, including at least 3 years managing a multi-disciplinary team of 20+ members (leading through leads) in production support, managed services, or an operations CoE.
- Proven track record of running SLA-driven operations with penalty clauses, KPI dashboards, and contractual performance reporting.
- Strong incident, problem, and escalation management capabilities (RCA, CAPA).
- Extensive experience working directly with end clients and senior stakeholders - managing expectations, negotiating priorities, and handling escalations with professionalism and composure.
Must-Have - Communication & Location
- Fluent English at full professional proficiency - able to lead governance meetings, negotiate, present to senior and executive stakeholders, and write clear, concise reports; all client interactions are in English.
- Based in Singapore.
- Flexibility to support out-of-hours critical incidents and major launch events when required.
Nice-to-Have
- SAP Commerce Cloud certification.
- Experience with Adobe Experience Manager (AEM), particularly its integration with Hybris.
- Experience with SAP ERP integration patterns (order, stock, and pricing flows).
- Experience in regional, multi-country eCommerce operations across Southeast Asia or Asia-Pacific.
- Exposure to B2B2C and omnichannel models (e.g., employee purchase programmes, SMB stores, online-to-offline).
- Experience leading service transitions or vendor takeovers.
- Experience applying automation or AI-assisted tooling to operations within a governed framework.
Compensation & Benefits:
- Competitive Base Salary: SGD 10,000 -15,000 per month (gross), depending on qualifications, experience, and expertise.
- Performance-Based Bonus: Annual performance bonus based on individual achievements, business outcomes, and company performance.
- Professional Development: Opportunities for professional certifications, leadership development, and continuous learning.
- Regional Exposure: Opportunities to collaborate with regional and international teams, with business travel expenses covered by the company.
- Career Growth: Opportunity to lead strategic initiatives, build technical capabilities, and contribute to business growth across regional markets.
- Statutory Benefits: CPF contributions (where applicable), annual leave, public holidays, sick leave, insurance, and other benefits in accordance with applicable Singapore laws and regulations and the Company's policies.