Snr Mgr/mgr

Public Service Division
- Contract

Closing on 15 Sep 2025

**What the role is**
- ServiceSG aims to transform the service experience for citizens receiving public services. Our ambition is to transform citizen’s experience of public services from one of having to navigate across different functional agencies to get things done, to an integrated, personalised and seamless one where the public service “Knows and Serve you as one, and with Heart”. We work with different agencies across the public service to integrate over 600 services around key moments of life of citizens. Our central omni-channel service delivery system currently comprises a digital platform (“LifeSG”), a network of physical ServiceSG centres and a central contact centre. We are working to join the dots between the government systems and processes to make citizens’ experience smooth, whether online, on the phone, or at our centres. You will be part of the Service Transformation and Planning team in ServiceSG. You will be part of the team that works with various government agencies and key stakeholders to explore areas of opportunity for ops-tech integration to support public service delivery. You will also play an important role in harnessing ServiceSG’s and other government agencies’ datasets to generate actionable insights to inform policy, operations, and process improvements. Your work will be instrumental in supporting data-driven service transformation and excellence across ServiceSG and the service delivery sector in Government.

**What you will be working on**
- As Senior Manager/Manager (Service Transformation & Planning), you will play a crucial role in overseeing and coordinating various aspects of a tech-ops data project within the business domain to support service delivery transformation. You will: o Strategic Ops-Tech Integration & Service Transformation - Drive the strategic identification and integration of operations and technology across Whole-of-Government (WOG). You will partner senior stakeholders, including ServiceSG and GovTech leadership, to chart opportunities for transforming service delivery through ops-tech solutions. This includes commissioning citizen insights research, shaping foresight studies on emerging service technologies, and benchmarking against global best practices to inform policy and investment decisions. o Shaping Service Experience through Insights & Requirements - Lead the engagement of agencies and stakeholders to capture strategic requirements and feedback that shape future citizen services. Translate operational needs and user behaviours into actionable system requirements and feature roadmaps. Ensure that day-to-day operational insights are elevated into long-term planning, enabling ServiceSG to anticipate demand and design future-ready service journeys. o Programme Leadership & Governance - Oversee and steer multiple project workstreams to achieve service transformation outcomes. You will set direction, establish governance mechanisms, and monitor programme health across delivery milestones. Anticipate risks and craft mitigation strategies to ensure alignment with national digital and service strategies. Provide oversight of project reporting, executive briefings, and progress updates for senior leadership and decision-makers. o Cross-Agency Collaboration & Strategic Partnerships - Build and sustain strong partnerships with GovTech, public agencies, and cross-functional teams to co-create tech-enabled solutions that balance citizen experience, innovation, and operational efficiency. You will act as a strategic integrator, aligning diverse agency priorities and fostering whole-of-government coherence in service delivery. o Risk, Foresight & Continuous Improvement - Shape and deliver clear, concise, and compelling reports, dashboards, and presentations for senior management and policy-makers. Ensure that key project information and learnings are systematically captured, disseminated, and translated into strategic insights that inform broader WOG service transformation efforts. o Reporting and Documentation: You will prepare clear & concise reports, dashboards, and presentations for senior management, as well as ensure all key project information is accurately documented and easily accessible when needed.

**What we are looking for**About**Public Service Division**This job is closing on 15 Sep 2025.