KEY RESPONSIBILITIES

A. Critical Systems Operations & Service Continuity

Manage the day-to-day operations of CSP/CPG production systems, including service availability, operational issues, planned maintenance activities, and coordination of recovery actions.
Coordinate incident, problem, change, and service request management, ensuring issues are properly assigned, monitored, and driven to closure within the required SLAs.
Manage system dependencies and downstream impacts across internet-facing eServices, coordinating relevant stakeholders to minimise service disruptions.
Coordinate AWS/GCC hosting and infrastructure matters with the appropriate technical teams and vendors, covering areas such as capacity, access, monitoring, networking, and infrastructure changes.
Drive business continuity and operational readiness to minimise unplanned downtime outside approved maintenance windows.

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).
Review, challenge, and validate vendor proposals, estimates, implementation approaches, and deliverables to ensure they are complete, fit for purpose, and delivered within the agreed scope, quality, and timeline.
Plan and monitor project and operational budgets, expenditure, quotations, and service requests, identifying variances and escalating financial risks at an early stage.
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 relating to CSP/CPG, including evidence gathering, preparation of responses, tracking of remediation actions, and closure of findings.
Ensure that identified security vulnerabilities, access-control issues, configuration gaps, and other compliance findings are assigned to appropriate owners, monitored through completion, and escalated where necessary.
Apply applicable Singapore Government ICT and IM8 requirements when planning and managing 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 across application teams, infrastructure/cloud teams, security teams, vendors, and business stakeholders.
Coordinate requirements gathering, 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, clearly highlighting required decisions, major risks, issues, and recovery actions.
Apply suitable Agile and/or Waterfall delivery practices based on the nature and complexity of the work.

E. Continuous Improvement & Operational Readiness

Identify opportunities to improve operational processes, service quality, system resilience, monitoring, and vendor performance through data analysis, lessons learnt, and review of recurring issues.
Proactively identify risks and dependencies before they impact production services, project milestones, or committed deliverables.
Maintain current operational documentation, contact information, procedures, and escalation arrangements required for effective service management.

JOB REQUIREMENTS

A. Technical & Domain Experience

Minimum of 5 years of experience in IT project management and/or application operations, preferably within the Singapore Government or public sector.
Demonstrated experience managing mission-critical production systems, including incidents, changes, service requests, deployments, and recovery activities.
Experience managing internet-facing eServices or similarly business-critical services involving multiple upstream and downstream dependencies.
Practical experience working 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 activities.
Experience managing IT and/or security audits and driving findings from identification through remediation and closure.
Experience with authentication and identity integrations, including 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, such as DBS, Stripe, or equivalent providers, would be advantageous.

B. Project, Vendor & Commercial Management

Proven experience managing the full project lifecycle, including planning, implementation, testing, deployment, and transition into operations.
Demonstrated vendor management experience, including SLA/KPI monitoring, contractual deliverables, CR/SR management, issue escalation, and performance governance.
Proven ability to manage budgets, quotations, resource plans, and competing priorities while delivering agreed outcomes.
Experience coordinating UAT, production deployments, rollback planning, and post-implementation verification.
PMP, CITPM, or an equivalent recognised project management certification is preferred.

Senior IT Service Delivery & Project Manager