Job Objective

• Are you driven by the opportunity to shape large-scale digital transformation and lead mission-critical technology operations? Do you have the leadership strength, strategic mindset, and operational excellence required to support complex software platforms powering government and public-sector innovation? At Crown Interactive Ltd, we are seeking a visionary and highly skilled General Manager – Operations to join our executive leadership team.
• In this pivotal role, you will oversee the full spectrum of product operations, enterprise delivery, SaaS platform performance, and technology operations for our rapidly growing digital transformation initiatives. You will ensure seamless product deployments, robust platform scalability, and world-class service delivery across national, multi-ministry digital programs.
• The ideal candidate brings deep experience in technology operations and enterprise delivery, with a strong track record of managing mission-critical platforms and leading cross-functional teams. Having progressed through increasingly senior roles, you will possess a unique blend of business insight, operational rigor, and hands-on understanding of industry practices, standards, and governance frameworks.
• As General Manager – Operations, you will work closely with leaders across product, engineering, delivery, client success, and regulatory teams to ensure all operational outcomes align with national digital initiatives, government requirements, and enterprise-grade compliance expectations. This is a rare opportunity to influence digital transformation at scale and drive operational excellence in a high-impact environment.

Key Responsibilities

Operational Leadership & Strategy

• Lead overall operations strategy, planning, and execution for all digital transformation programs.
• Translate business goals into execution plans for product operations, SaaS service delivery, and enterprise program management.
• Drive operational scalability, standardization, and performance across multi-ministry deployments.
• Establish governance frameworks to ensure compliance with government regulations, security requirements, and SLAs.

Product & Platform Operations (SaaS / Enterprise)

• Oversee product lifecycle operations including release management, platform readiness, version control, and change management.
• Ensure the SaaS platform meets availability, performance, cybersecurity, and data protection benchmarks mandated by government entities.
• Coordinate with engineering for high-availability design, reliability engineering (SRE), DevOps, and cloud operations.
• Drive continuous improvement using metrics such as uptime, latency, incident response, and deployment quality.

Government Program Delivery & Implementation

• Own and lead the end-to-end delivery of enterprise projects across ministries (e-governance, public-sector workflows, citizen services, digital platforms).
• Establish and manage PMO functions, ensuring structured execution, milestone tracking, and transparent reporting.
• Engage with senior government stakeholders for requirement analysis, alignment sessions, and high-level reviews.
• Ensure smooth integration with legacy government systems, APIs, third-party services, and national digital infrastructure.

Cross-Functional Team Leadership

• Direct and mentor teams across operations, delivery, customer success, implementation, QA, DevOps, and support.
• Foster a culture of accountability, collaboration, and high performance.
• Work closely with Product Management to align operational feasibility with product roadmap and client needs.
• Partner with Sales and Pre-Sales to support solutioning, proposals, RFP responses, and client presentations.

Stakeholder, Risk & Compliance Management

• Ensure adherence to government-grade security, compliance, data governance, and audit frameworks.
• Identify operational risks and implement mitigation strategies across deployments.
• Manage escalations, crisis handling, and major incident response.
• Maintain strong relationships with ministry officials, government IT teams, consultants, and program partners.

Financial & Performance Management

• Own operational budgeting, forecasting, resource planning, and vendor management.
• Track KPIs covering SLA adherence, cost optimization, delivery velocity, quality metrics, customer satisfaction, and team productivity.
• Optimize operational efficiency through automation, process improvement, and enterprise tools.

Requirements & Competencies:

• Strategic thinker with operational rigor.
• Strong execution skills with a track record of delivering results.
• Customer-focused mindset with enterprise and public sector sensitivity.
• Collaborative leadership style with the ability to influence at all levels.
• Resilience, adaptability, and innovation in fast-paced environments.

Qualification & Experience

• 12–20+ years of experience in Technology Operations, SaaS Operations, Enterprise Delivery, or Program Management.
• Proven experience leading large-scale digital transformation projects, ideally with government ministries or public sector platforms.
• Strong understanding of SaaS models, cloud infrastructure, DevOps, cybersecurity, and enterprise architecture.
• Experience managing multi-disciplinary teams and large government-level portfolios.
• Strong stakeholder management and communication skills at CXO/government secretary levels.

Perks & Benefits:

• Competitive salary and performance-based incentives.
• Sales referral bonus incentives
• Flexible work arrangements
• Health, wellness, and professional development programs.