Manager, Library Services

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why you'll love this role as Manager, Library Services at Civica

We are seeking an experienced Manager, Library Services to lead the delivery of high-quality professional library services across our Singapore client base. This role will oversee a team of librarians and library officers, ensuring excellence in service delivery, strong client partnerships, and continuous operational improvement.

This is a role where leadership meets purpose—you’ll inspire a high-performing team, build strong client partnerships, and continuously improve how services are delivered. If you thrive on ownership, collaboration, and driving meaningful outcomes, this role is for you.

As part of Civica’s global environment, this role may require flexibility to work outside standard business hours when necessary.

What you’ll be doing

Service Delivery

• Support the Head of Delivery in driving high-quality service delivery and operational excellence
• Ensure consistent achievement of service standards and contractual outcomes

Stakeholder & Client Management

• Build and manage strong client relationships
• Act as a trusted advisor, understanding and responding to evolving needs
• Review and enhance processes and SOPs to improve service delivery
• Ensure alignment with SLAs, KPIs, and contractual commitments

People Leadership & Capability Building

• Lead, coach, and develop a customer-focused team of library professionals
• Build capability across library operations and service delivery
• Drive team performance and accountability against operational goals

Continuous Improvement & Innovation

• Identify and implement service improvement initiatives
• Support transformation and change programs
• Use data and insights to enhance service outcomes
• Collaborate across teams to deliver new initiatives

Reporting & Governance

• Monitor and report on SLA/KPI performance
• Prepare reports for clients and internal stakeholders
• Ensure compliance with governance and operational standards

Requirements What you will need to be successful in this role

We are looking for a strong people leader with proven experience in managing service delivery, building high-performing teams, and engaging effectively with clients. You bring a customer-focused mindset, solid operational and problem-solving skills, and the ability to drive continuous improvement in a dynamic, service-led environment.

Essential skills & experience

• Demonstrated experience in leading and managing teams, with a strong focus on performance management, capability development, and service accountability
• Proven ability to manage stakeholders and client relationships within contractual frameworks, including handling escalations and sensitive situations professionally
• Strong analytical and problem-solving skills, with the ability to make data-driven, operational decisions
• Effective planning, coordination, and prioritisation skills, with the ability to manage competing demands and deadlines
• Experience working in structured, service-driven environments, with clear adherence to SLAs, KPIs, and quality standards
• Ability to manage change, operational risk, and service issues, ensuring minimal disruption to service delivery
• Good w