Assistant Director/Senior Manager/ Manager

What the role is:
ServiceSG aims to transform the delivery of Singapore’s Public Service to be on par with leading global companies. A key strategy is a citizen-centric service journey to organize public services in an integrated manner. The Service Transformation and Planning team leads service transformation work for key citizen journeys, working with government agencies and stakeholders to redesign service delivery processes and implement change management to improve citizen-centricity and productivity.
What you will be working on:
Design, develop, and manage citizen journeys (interactions, service touchpoints, channels) and actionable plans to meet and exceed customer needs identified through customer insights and trends. Depending on the target citizen segment, the weight of responsibilities below may differ across the four work areas.
Citizen Segment/Moment Service Strategy: Support ServiceSG Leadership to determine overarching direction for service strategies and positioning for targeted citizen segment/moment in line with Whole of Government service vision. This may include commissioning citizen insights research and engaging with subject matter experts to obtain specialised knowledge and benchmarking on leading service technology and trends.
Design appropriate interventions to achieve desired goals: Lead and facilitate multi-stakeholder teams to design and develop new WoG service experiences in line with the envisioned customer journey. Interventions include redesigning existing business processes, reviewing ops policies, and developing an integrated WoG channel strategy for seamless service delivery.
Implement and manage interventions to ensure success: Establish and project manage pilots for learning and product-market fit; lead scale-up of WoG interventions through recommendations on resourcing, capabilities, and structure of work; manage key interventions with WoG communications, training, and change management strategies.
Program Life Cycle Management: Conduct regular program KPI reviews and manage budget and resources; run effective stakeholder engagement platforms to ensure sustainable change management and continuous improvements for each citizen journey program.
What we are looking for:
(Work Experience, Competencies & Personal Traits) We are looking for motivated individuals who are self-starters in a fast-paced environment and enjoy large systems problem solving. You should be comfortable with ambiguity in driving large system change, action-biased via experimentation and prototyping, and always seeking to bring in new ideas and best practices for the public service. The role requires strong systems thinking and stakeholder management skills to drive collaboration across multi-agency partners for systemic and sustainable change in citizen experiences.
Key Competencies Required
Customer Experience Strategy and Engagement: Reimagine government service delivery from a customer-centric perspective and identify improvements to redesign the service delivery process.
Service Strategy and Policy Making: Leverage WoG service strategies and policies across agencies to identify opportunities for integration and greater citizen centricity.
Thinking Clearly and Making Sound Judgements: Strong analytical and critical thinking; ability to work with ambiguity and synthesize data to propose timely solutions with stakeholders in mind.
Working Effectively with Stakeholders: Collaborate with other Public Service agencies to drive transformation and seamless integration of technology and processes; influence agencies toward a collective purpose for citizens.
Creative Thinking and Problem Solving: Apply design methodologies to uncover insights and solve service-related challenges with creativity.
Work Experience: At least 5 years in at least two of the following areas in service delivery is preferable: Service Design and Experience Management; Service Strategy, Policy and Planning; Service Operations and Management; Digital Transformation; Product Management; Project Management. Successful candidates will be offered a 2-year contract in the first instance.
About Public Service Division
The Public Service Division (PSD) stewards a trusted Singapore Public Service and focuses on four key roles: developing a diverse workforce, building a community of leaders, driving transformation and innovation, and safeguarding governance and integrity.
Why Join Us: When you join PSD, you become part of a community that learns, cares for one another, and supports career growth. Our work is purposeful, with a focus on developing people and driving transformation to impact public officers and agencies, and ultimately Singapore and its citizens.
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