Job Description

Responsibilities

Manage multiple ICT projects, system enhancements and external service providers, ensuring delivery within agreed scope, budget, timelines and quality standards.
Develop and maintain project plans, schedules, budgets, risk registers, documentation and regular progress reports for management review.
Lead project activities throughout the project lifecycle, including requirements gathering, user acceptance testing (UAT), training, implementation and post-deployment support.
Review and validate project deliverables, including functional specifications, system test plans and results, user guides and operational manuals.
Conduct technical analysis of system architecture, APIs, integrations and data flows to assess feasibility, dependencies, risks and potential impacts on existing systems.
Work closely with business stakeholders, solution architects, developers and infrastructure teams to ensure proposed solutions meet business, functional, technical, operational and security requirements.
Manage vendors and external ICT service providers, monitoring performance, deliverables, service levels and compliance with contractual obligations.
Assess change requests and service requests, recommending solutions and priorities based on business impact, technical complexity, risk and resource requirements.
Identify, assess and mitigate project risks, issues and dependencies, implementing appropriate corrective actions to ensure successful project delivery.

Requirements

At least 7 years of experience in project management, vendor management and stakeholder coordination, with the ability to manage multiple projects and competing priorities.
Hands-on experience managing at least two full project development lifecycles, from requirements gathering through implementation and post-deployment support.
Degree in Information Technology, Computer Science, Engineering, Project Management or a related discipline is preferred.
Strong vendor management skills, including monitoring vendor performance, managing deliverables and ensuring compliance with contractual obligations and service level agreements.
Strong analytical, conceptualisation and problem-solving skills, with the ability to assess technical issues and recommend practical solutions.
Ability to understand business needs from a strategic perspective while maintaining sufficient technical understanding to assess system designs, integrations and implementation risks.
Professional certifications such as Project Management Professional (PMP), ITIL or equivalent qualifications will be good to have.
Experience working within the Singapore Government environment, with familiarity in IT governance, procurement processes, budgeting, risk management, compliance requirements and security policies, will be good to have
Knowledge of or hands-on experience in contact centre systems, including telephony, live chat, chatbots, voice bots and Customer Relationship Management (CRM) platforms, would be an advantage.
Experience with Amazon Connect or other cloud-based contact centre platforms, API management, enterprise systems integration and cloud technologies, preferably Amazon Web Services (AWS), would be an advantage.