The posting
Role Overview
We are seeking an experienced Project Manager to oversee the day-to-day operations and delivery of the Common Services Provider (CSP) and Common Payment Gateway (CPG) systems supporting multiple eServices.
The role is responsible for ensuring service continuity, operational stability and timely project delivery while coordinating across application, infrastructure, cloud, security, business and vendor teams.
Key Responsibilities
Systems Operations & Service Continuity
- Manage the day-to-day operations of CSP and CPG production systems, including service availability, operational issues, planned maintenance and recovery activities.
- Coordinate incidents, problems, changes and service requests, ensuring issues are properly assigned, tracked and resolved within agreed SLAs.
- Manage system dependencies and downstream impacts across internet-facing eServices and coordinate stakeholders to minimise service disruptions.
- Coordinate AWS and Government Commercial Cloud (GCC) infrastructure matters, including capacity, access, networking, monitoring and infrastructure changes.
- Drive business continuity and operational readiness to minimise unplanned downtime and maintain system availability.
Vendor, Contract & Financial Management
- Manage application and infrastructure vendors, including service performance, SLAs, deliverables, defects, Change Requests (CRs) and Service Requests (SRs).
- Review and challenge vendor proposals, estimates, implementation approaches and deliverables to ensure appropriate scope, quality, cost and timelines.
- Monitor project and operational budgets, expenditure, quotations and service requests, identifying and escalating financial risks or variances.
- Coordinate service reviews, contractual governance, vendor escalations and corrective actions.
- Track outstanding vendor commitments and ensure agreed actions are completed on time.
Security, Audit & Compliance
- Coordinate security, compliance and audit activities, including evidence collection, responses, remediation and closure of findings.
- Track security vulnerabilities, access-control issues, configuration gaps and compliance findings through to resolution.
- Ensure appropriate owners and timelines are established for remediation activities and escalate delays or risks where necessary.
- Apply relevant Singapore Government ICT policies, IM8 requirements and security controls when managing system changes and operational activities.
- Project Delivery & Governance
- Manage end-to-end project delivery, including planning, requirements, testing, deployment, operational transition and post-implementation support.
- Develop and maintain project plans, schedules, dependencies, resource plans, risk registers and issue logs.
- Lead cross-functional delivery across application, infrastructure, cloud, security, vendor and business teams.
- Coordinate requirements gathering, User Acceptance Testing (UAT), production deployment, rollback planning and post-implementation verification.
- Ensure project deliverables meet agreed scope, quality, timeline and operational requirements.
- Prepare project status reports, governance papers, management updates and executive dashboards.
- Highlight key risks, issues, dependencies, decisions required and recovery actions to relevant stakeholders.
- Apply Agile and/or Waterfall delivery methodologies based on project requirements.
Continuous Improvement & Operational Readiness
- Identify opportunities to improve operational processes, system resilience, monitoring, service quality and vendor performance.
- Analyse recurring incidents and operational issues to identify root causes and improvement opportunities.
- Proactively identify risks and dependencies before they affect production services or project milestones.
- Maintain accurate and up-to-date operational documentation, procedures, stakeholder contacts and escalation arrangements.
Requirements
Technical & Domain Experience
- Minimum 5 years of experience in IT project management and/or application operations, preferably within the Singapore Government or public sector.
- Proven experience managing mission-critical production systems, including incidents, changes, service requests, deployments and recovery activities.
- Experience supporting internet-facing eServices or other business-critical systems with multiple upstream and downstream dependencies.
- Practical experience working with AWS and/or Government Commercial Cloud (GCC) environments.
- Experience coordinating cloud infrastructure activities involving access, networking, monitoring, capacity and production changes.
- Working knowledge of Singapore Government ICT policies, IM8 requirements and security/compliance controls.
- Experience coordinating IT or security audits and managing findings through remediation and closure.
- Experience with authentication and identity integrations such as Active Directory, Singpass and/or Corppass.
- Experience with payment gateway or electronic payment integrations involving banks, payment service providers, GIRO, PayNow or similar payment methods.
- Experience working with financial institutions or payment gateway/service providers is advantageous.
Project, Vendor & Commercial Management
- Proven experience managing the full project lifecycle from planning and implementation through testing, deployment and transition to operations.
- Strong vendor management experience covering SLAs/KPIs, contractual deliverables, CR/SR management, issue escalation and performance governance.
- Experience managing budgets, quotations, resource plans and competing priorities.
- Experience coordinating UAT, production deployment, rollback planning and post-implementation verification.
- PMP, CITPM or equivalent recognised project management certification is preferred.
Skills & Competencies
- Strong ownership and accountability with the ability to manage responsibilities independently with minimal supervision.
- Able to investigate unfamiliar issues using available documentation, system information, historical records and vendor or product resources.
- Proactive in identifying and engaging relevant stakeholders and subject-matter experts to resolve issues.
- Able to analyse issues and develop preliminary findings, possible causes and practical recommendations before escalation.
- Strong follow-through with the ability to drive actions and commitments across multiple stakeholders through to completion.
- Strong attention to detail with the ability to produce accurate, complete and well-reviewed work.
- Able to identify delivery risks and potential delays early and propose appropriate mitigation or recovery actions.
- Comfortable acknowledging issues or gaps, taking corrective action and applying lessons learnt to prevent recurrence.
- Able to remain composed and effective when managing production incidents, urgent requests, tight timelines and competing priorities.
- Comfortable working through ambiguity and unfamiliar assignments without requiring step-by-step guidance.
- Strong analytical and problem-solving skills with the ability to evaluate feasibility, risk, cost, timeline and operational impact.
- Able to communicate issues, risks, recommendations and required actions clearly to both technical and non-technical stakeholders.
- Strong stakeholder management, coordination and communication skills.
- Strong service mindset with a focus on system availability, operational resilience and delivery quality.
