Job Description

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 working knowledge of service delivery frameworks, SOPs, and governance practices
• Excellent written and verbal communication skills, with experience in formal reporting and client communications

Qualifications & experience

• A recognised degree
• Minimum 5–7 years of relevant experience, including team management and service delivery oversight
• Prior experience in library services, public sector environments, or managed service delivery models
• Qualification in Library and Information Science (preferred)

We Want You to Bring Your Whole Self to Work
There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Benefits

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - we have comprehensive flexibility options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working, supporting work–life balance based on individual needs.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes.