Centre of Excellence Lead (CoE Lead)_Based in Singapore

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:

• 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.

• 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.

• 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.

• 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.

• 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:

• 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).

• 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.

• 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: USD 10,000 –12,000 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.