Key Responsibilities
Service Operations & Governance
- Support the development, launch, adoption, operations, and continuous enhancement of central government products and services.
- Lead operational governance and service management activities across supported products and services.
- Monitor service and delivery performance, identify operational gaps, and drive continuous improvement initiatives.
- Coordinate with relevant technical and business teams to investigate and resolve operational issues.
- Ensure services comply with applicable government governance, operational, and security policies.
- Serve as a key point of contact for operational, contractual, and governance-related matters.
Stakeholder Management & Reporting
- Engage regularly with government agencies, internal stakeholders, vendors, and technology partners.
- Provide timely updates on service performance, operational issues, risks, dependencies, and remediation activities.
- Drive alignment on operational priorities and facilitate the resolution of escalated issues.
- Develop and present management updates, operational dashboards, risk assessments, governance reports, and executive briefing materials.
- Provide recommendations and consultation to stakeholders and senior management to support strategic and operational decision-making.
Vendor & Contract Management
- Manage suppliers and vendors to ensure contractual obligations and service commitments are fulfilled.
- Conduct service reviews and monitor Service Level Agreements (SLAs), deliverables, performance, and contractual commitments.
- Review and coordinate the acceptance of supplier deliverables.
- Manage issue escalation and follow through with vendors until satisfactory resolution.
- Maintain accurate documentation and tracking of contractual deliverables, actions, issues, and dependencies.
Risk, Security, Audit & Compliance
- Lead and coordinate operational risk, audit, security, and compliance workstreams.
- Coordinate security and compliance assessments, remediation activities, and policy compliance reviews.
- Track identified risks, findings, and remediation actions through to closure.
- Support governance reporting and ensure appropriate documentation and evidence are maintained.
- Assist the Contract Owner in conducting briefings, clinics, compliance exercises, and internal/external audits.
Procurement & Resource Management
- Coordinate procurement activities required to support service delivery and operations.
- Support the procurement of augmented manpower, IT hardware and software, licences, and professional services.
- Work with relevant stakeholders to ensure procurement requirements, specifications, approvals, and deliverables are properly managed.
- Technology Transformation & Operational Readiness
- Support the planning and execution of technology transformation and service improvement initiatives.
- Coordinate service onboarding, system and infrastructure migrations, infrastructure refresh programmes, and operational readiness activities.
- Assess operational dependencies, risks, support requirements, and readiness prior to implementation or go-live.
- Work with technical teams, vendors, and stakeholders to facilitate smooth transition into BAU operations.
Requirements
- Relevant experience in IT operations, service management, technology delivery, infrastructure operations, or IT governance within a large-scale enterprise environment.
- Strong experience in stakeholder and vendor management, preferably involving multiple internal and external parties.
- Experience managing SLAs, contractual deliverables, service reviews, operational risks, and escalations.
- Good understanding of IT governance, cybersecurity, risk management, audit, and compliance processes.
- Experience supporting technology transformation, migration, service onboarding, or infrastructure refresh initiatives.
- Familiarity with procurement processes for IT resources, software, licences, manpower, or professional services.
- Strong analytical, problem-solving, documentation, and reporting capabilities.
- Able to prepare and present management reports, dashboards, risk assessments, and executive-level materials.
- Strong communication and stakeholder engagement skills, with the ability to work effectively with senior management, government agencies, vendors, and technical teams.
- Able to work independently, manage multiple workstreams, and drive issues through to resolution.
Preferred Qualifications
- Experience working within the Singapore public sector or large-scale government technology environments would be advantageous.
- Familiarity with ITIL / IT Service Management (ITSM) practices would be advantageous.
- Relevant certifications in IT service management, project management, cloud, cybersecurity, or governance would be an advantage.
