The Project Manager will oversee the operations and maintenance of the CCTV system for a Government Authority in Singapore. The role focuses on ensuring high system availability, compliance with contractual Service Level Agreements (SLA), and continuous system performance optimisation.
This includes managing fault response and rectification, preventive maintenance, system monitoring, stakeholder coordination, and the evaluation and execution of enhancement works. The role requires close collaboration with customer representatives, internal engineering teams, and subcontractors to ensure reliable, secure, and efficient system operations throughout the maintenance lifecycle.
Responsibilities:
Operational & SLA Management
- Accountable for overall system uptime, reliability, and operational availability in accordance with contractual SLA requirements
- Lead and manage 24/7 maintenance operations, including fault response, troubleshooting, and rectification
- Monitor and ensure compliance with response time, resolution time, and performance KPIs
- Establish and enforce preventive and corrective maintenance regimes
System Monitoring & Health Management
- Oversee continuous system monitoring to ensure optimal performance and early fault detection
- Analyse system logs, alarms, and performance metrics to identify trends and potential failures
- Drive root cause analysis (RCA) and implement corrective and preventive actions
- Ensure systems remain compliant with cybersecurity and operational standards
Maintenance Planning & Execution
- Develop and maintain preventive maintenance schedules in coordination with the Authority
- Ensure timely execution of routine inspections, servicing, firmware/software updates, and system tuning
- Maintain accurate asset inventory and spare parts
- Manage system lifecycle activities including equipment replacement, upgrades, and relocation
Fault Management & Incident Response
- Lead incident management and ensure timely fault escalation and resolution
- Coordinate with internal teams and subcontractors for onsite and remote troubleshooting
- Ensure proper documentation and reporting of incidents, downtime, and corrective actions
- Conduct post-incident reviews and drive continuous improvement initiatives
Enhancement & Change Management
- Evaluate and propose system enhancements, upgrades, and optimisation initiatives
- Work with stakeholders to assess feasibility, cost, and impact of enhancement requests
- Plan and oversee implementation of approved enhancements, ensuring minimal service disruption
- Ensure proper change management, testing, and configuration control
Stakeholder & Contract Management
- Serve as the primary point of contact with the Authority
- Conduct regular performance reviews, SLA reporting, and governance meetings
- Prepare and submit monthly reports, maintenance records, and compliance documentation
- Ensure adherence to contractual obligations, audit requirements, and regulatory standards
Team & Vendor Management
- Manage internal maintenance teams and external contractors to ensure efficient service delivery
- Coordinate vendor support for specialised repairs, replacements, and technical escalations
- Ensure all personnel comply with safety, security clearance, and site requirements
Documentation & Reporting
- Maintain comprehensive documentation including SOPs, maintenance logs, incident reports, and system configurations
- Manage helpdesk/ticketing systems and ensure accurate tracking of all service requests
- Provide clear and timely reporting on system performance, risks, and improvement plans
Requirements
Qualifications:
- Bachelor's degree in Engineering, Computer Science, or related discipline
- Project Management Professional (PMP) or equivalent certification preferred
- Minimum 3 years of experience in maintenance or operations management of large-scale systems
- Experience managing SLA-driven maintenance contracts, preferably for government or critical infrastructure
- Strong understanding of CCTV systems, networking, and system integration
- Proven experience in incident management, root cause analysis, and system operations
- Excellent stakeholder management, communication, and reporting skills
- Strong problem-solving ability with attention to both technical and contractual details
- Ability to manage multiple priorities in a fast-paced operational environment
Desirable Attributes:
- Experience working with Government projects or regulated environments
- Familiarity with cybersecurity standards (e.g., IM8, CSA guidelines, or equivalent)
- Knowledge of IT service management frameworks (e.g., ITIL)
- Experience managing 24/7 operations and support teams
- Strong analytical skills for data-driven maintenance and performance optimisation
- Experience in managing vendor contracts and service providers
