Senior IT Service Delivery & Project Manager

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.