The posting
KEY RESPONSIBILITIES
A. Critical Systems Operations & Service Continuity
- Own the day-to-day operational management of critical shared services and payment platforms, including service availability, operational issues, planned maintenance and coordination of recovery actions.
- Coordinate the 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 government digital services and coordinate stakeholders to mitigate service disruptions.
- Coordinate cloud 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, Change Requests (CRs) and Service Requests (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 critical systems and platforms, 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 policies, standards and security 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, User Acceptance Testing (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.
JOB REQUIREMENTS
A. Technical & Domain Experience
- Minimum 5 years of IT project management and/or application operations experience, preferably within the Singapore Government or public sector environment.
- Demonstrated experience managing mission-critical production systems, including operational incidents, changes, service requests, deployments and recovery activities.
- Experience managing internet-facing digital services or similarly business-critical services with multiple upstream/downstream dependencies.
- Practical experience with cloud environments, including coordination of infrastructure, access, networking, monitoring and production changes.
- Working knowledge of Singapore Government ICT policies, security requirements and compliance controls, with practical experience coordinating remediation activities.
- Experience managing IT/security audits and driving findings from identification through remediation and closure.
- Experience with enterprise or government authentication and identity integrations.
- Experience with payment gateway or electronic payment integrations, preferably involving banks, payment service providers and electronic payment methods.
- Experience coordinating with financial institutions, payment gateways or payment service providers 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 recognized project management certification is preferred.
C. Personal Characteristics & Behavioral 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 analyze 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.
