The posting
Manage the day-to-day operations and delivery of the Common Services Provider (CSP) and Common Payment Gateway (CPG) systems supporting 10+ eServices, while coordinating vendors, technology, security, compliance and project activities to maintain service continuity, quality and timely delivery.
2. KEY RESPONSIBILITIES
A. Critical Systems Operations & Service Continuity
· Own day-to-day operational management of CSP/CPG production systems, including service availability, operational issues, planned maintenance and coordination of recovery actions. · Coordinate management of incidents, problems, changes and service requests, ensuring issues are assigned, tracked and driven through to closure within stipulated SLAs. · Manage dependencies and downstream impacts across internet-facing MOM eServices and coordinate stakeholders to mitigate service disruptions. · Coordinate AWS/GCC hosting and infrastructure matters with relevant technical teams and vendors, including capacity, access, monitoring, networking and infrastructure changes. · Drive business continuity and operational readiness, with the objective of preventing unplanned downtime outside approved maintenance periods.
B. Vendor, Contract & Financial Management
· Manage external vendors responsible for application and infrastructure services, including performance, service levels, deliverables, defects, CRs and SRs. · Challenge and validate vendor proposals, estimates, implementation approaches and deliverables to ensure they are complete, fit for purpose and delivered within agreed scope, quality and timeline. · Plan and monitor project and operational budgets, expenditure, quotations and service requests; identify variances and escalate financial risks early. · Coordinate contractual governance, service reviews and performance escalations, including follow-up on outstanding vendor commitments and corrective actions.
C. Security, Audit & Compliance
· Coordinate security, compliance and audit activities affecting CSP/CPG, including evidence collation, response preparation, remediation tracking and closure of findings. · Ensure identified security vulnerabilities, access-control issues, configuration gaps and other compliance findings are assigned owners, tracked to completion and escalated where required. · Apply relevant Singapore Government ICT and IM8 requirements in the planning and management of system changes and operational activities.
D. Project Delivery & Governance
· Develop and maintain project plans, schedules, dependencies, resource plans, risk registers and issue logs for assigned initiatives. · Lead cross-functional delivery involving application teams, infrastructure/ cloud teams, security teams, vendors and business stakeholders. · Coordinate requirements, UAT, deployment, transition and post-implementation activities, ensuring deliverables meet agreed scope, timeline and quality expectations. · Prepare project status reports, governance papers, management updates and executive dashboards, highlighting decisions required, key risks, issues and recovery actions. · Apply appropriate Agile and/or Waterfall practices according to the nature and complexity of the work.
E. Continuous Improvement & Operational Readiness
· Identify opportunities to improve operational processes, service quality, resilience, monitoring and vendor delivery through data, lessons learnt and analysis of recurring issues. · Proactively identify risks and dependencies before they affect production services, project milestones or committed deliverables. · Maintain up-to-date operational documentation, contacts, procedures and escalation arrangements required for effective service management.
3. JOB REQUIREMENTS
A. Technical & Domain Experience
• Minimum5 years of IT project management and/or application operations experience, preferably in the Singapore Government/public sector. • Demonstrated experience managing mission-critical production systems, including operational incidents, changes, service requests, deployments and recovery activities. • Experience managing internet-facing eServices or similarly business-critical services with multiple upstream/downstream dependencies. • Practical experience with AWS and/or GCC cloud environments, including coordination of infrastructure, access, networking, monitoring and production changes. • Working knowledge of Singapore Government ICT policies, IM8 requirements and security/compliance controls, with practical experience coordinating remediation. • Experience managing IT/security audits and driving findings from identification 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, preferably involving banks, payment service providers and payment methods such as GIRO and PayNow. • Experience coordinating with financial institutions or payment gateway/service providers(e.g. DBS, Stripe or equivalent) is advantageous.
B. Project, Vendor & Commercial Management
• Proven experience managing the full project lifecycle, including planning, implementation, testing, deployment and transition to operations. • Demonstrated experience in vendor management, including SLA/KPI tracking, contractual deliverables, CR/SR management, issue escalation and performance governance. • Proven ability to manage budgets, quotations, resource plans and competing priorities while meeting agreed deliverables. • Experience coordinating UAT, production deployment, rollback planning and post-implementation verification. • PMP,CITPM or equivalent recognised project management certification is preferred.
C. Personal Characteristics & Behavioural Requirements
• Demonstrated ability to work independently with minimal supervision and take end-to-end ownership of assigned responsibilities. • Proactively investigates unfamiliar issues using available documentation, system information, historical records, vendor/product documentation and other relevant sources before seeking assistance. • Actively identifies and engages the appropriate stakeholders or subject-matter experts to obtain the information needed to resolve issues, rather than relying solely on readily available answers from the immediate team. • Expected to formulate preliminary findings, possible causes, options or recommendations when raising an issue, instead of only reporting the problem. • Takes ownership of commitments and agreed timelines, actively follows up with relevant parties, and drives work through to completion. • Produces accurate, complete and well-considered work and conducts appropriate self-review before submission. • Raises delivery risks or potential delays early, together with recovery actions, rather than waiting until the committed deadline is missed. • Openly acknowledges mistakes or gaps, assesses their impact, takes corrective action and applies lessons learnt to prevent recurrence. • Able to remain composed and effective when handling production incidents, urgent requests, tight timelines and competing priorities. • Comfortable working through ambiguity and unfamiliar assignments without requiring step-by-step instructions. • Able to analyse problems and propose practical and reasonable solutions or options, taking into account feasibility, risk, cost, timeline, operational impact and stakeholder needs, with a clear rationale for the recommended approach. • Able to articulate issues, risks, recommendations and required actions clearly and concisely to technical and non-technical stakeholders, adapting the level of detail to the audience and ensuring key decisions, responsibilities and follow-up actions are understood. • Demonstrates strong analytical, problem-solving, stakeholder management, communication and coordination skills. • Maintains a strong service mindset and commitment to system availability, operational resilience and delivery quality.
