Job Description
GovTech is the lead agency driving Singapore’s Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government’s capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity.
At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round.
Play a part in Singapore’s vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today!
Learn more about GovTech at tech.gov.sg.
[About the role]
As a Product Operations Specialist deployed to the Ministry of Manpower (MOM), you will drive success by enabling the team to better serve end users and stakeholders of our products. You will work at the intersection of Product, Engineering, and Customer Success, supporting the Appointment@MOM booking system and the Special Pass issuance and printing systems through various operational activities.
You will serve as the primary point of contact between vendors, the development team, and MOM stakeholders, ensuring that these systems remain reliable, compliant, and continuously improved. You may also play a key role in the modernisation or revamp of the Special Pass issuance and printing systems, contributing to efforts to improve and future-proof these critical services.
[What you will be working on]
System Maintenance & Operations
You will oversee the health and performance of the Appointment@MOM and Special Pass systems, coordinating with technical teams and vendors to resolve incidents, manage system updates, and ensure minimal disruption to operations. You will establish and maintain monitoring routines, track system issues, and drive timely resolution of bugs and service requests.
Drive Operational Excellence
You will implement automated workflows to reduce manual processes and improve team efficiency. You will establish and track metrics that measure both product and operational performance, providing the team with clear visibility into system health and service quality. You will also design and maintain internal knowledge bases to ensure consistent and well-documented support practices across the team.
Vendor, Procurement & Budget Management
You will manage relationships with third-party vendors supporting the systems under your charge. This includes overseeing vendor deliverables, tracking service level agreements (SLAs), conducting performance reviews, and escalating issues where vendors fall short of expectations. You will also support procurement and contract renewal processes, ensuring that vendor engagements remain compliant with government procurement policies and deliver value for money.
Alongside vendor management, you will be responsible for tracking and managing project and operational budgets. This includes monitoring expenditure against approved budgets, flagging variances, supporting budget planning and forecasting cycles, and ensuring that spending decisions are well-justified and aligned with project priorities. You will work closely with internal finance and procurement teams to ensure that all financial processes are followed correctly.
Stakeholder & Project Management
Acting as the bridge between MOM business owners, vendors, and the technical team, you will gather and document requirements, manage change requests, and ensure that enhancements are delivered on time and within scope. You will facilitate regular project meetings, maintain project trackers, and provide status updates to both internal and client stakeholders.
Business Analysis
You will analyse existing workflows and system processes to identify gaps, inefficiencies, or compliance risks. You will translate business needs into clear functional requirements and work closely with developers, designers, and vendors to ensure solutions are fit for purpose. You will also support user acceptance testing (UAT) and assist in the preparation of test cases and documentation.
Fuel Product Innovation & Improvement
You will transform user feedback into actionable product insights, ensuring that the voice of the end user is consistently represented in product discussions. You will analyse usage patterns to surface improvement opportunities and participate in product planning sessions to bring operational perspectives to the table. Your on-the-ground knowledge of how systems are used day-to-day will be a key input into the product roadmap.
Enable Seamless Transitions
You will plan and execute change management activities for product updates, ensuring that system changes are communicated clearly, rolled out smoothly, and well-received by end users and MOM stakeholders. This includes preparing user communications, coordinating training, and managing the operational readiness of any new features or system changes before they go live.
System Modernisation
You may be involved in the modernisation or revamp of the Special Pass issuance and printing systems. In this capacity, you will support the end-to-end delivery of the transformation effort — from requirements gathering and process re-engineering to solution evaluation, testing, and rollout. You will work closely with MOM stakeholders to understand current pain points, map out future-state workflows, and ensure that any new or upgraded system meets both operational and compliance requirements.
Compliance & Governance
You will ensure that the systems under your charge adhere to relevant government ICT policies, data governance requirements, and security standards. You will maintain up-to-date system documentation, support audits, and flag any compliance gaps for remediation. Vendor contracts and deliverables will also be managed in line with applicable governance frameworks. You will also work closely with development and operations teams to embed security practices into the software delivery pipeline, championing a DevSecOps approach to ensure that security is considered at every stage of the development lifecycle.
[What we are looking for]
- Diploma or degree in Information Technology, Business, or a related field
- More than 8 years of relevant experience in product operations, project management, business analysis, or vendor management
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations
- Strong sense of responsibility and proactive in driving initiatives to completion
- Excellent communication skills, with the ability to collaborate effectively across cross-functional teams and convey complex concepts to diverse audiences
- Detail-oriented with a focus on quality and continuous improvement
- Proficiency in project management tools (e.g. Jira, Confluence, or equivalent)
- Experience managing vendors and tracking SLAs in a technology or operations context
- Experience in budget management, including expenditure tracking, forecasting, and working with finance and procurement teams
- Familiarity with workflow automation tools and operational metrics tracking
- Knowledge of API concepts and integrations
- Familiarity with infrastructure concepts (e.g. cloud hosting, server environments, deployment pipelines)
- Knowledge of DevOps practices and tools (e.g. CI/CD pipelines, containerisation, infrastructure as code)
- Knowledge of DevSecOps principles, including the integration of security practices into the software development and delivery lifecycle
- Exposure to system modernisation, digital transformation, or large-scale system revamp projects is advantageous
- Experience in change management and supporting product rollouts is a plus
- A genuine passion for customer satisfaction, continuous improvement, and public service
- Experience working with government agencies or in a public sector setting is a plus
What it is like working here:
- Rapid Prototyping - Instead of spending too much time debating ideas we prefer testing them. This identifies potential problems quickly, and more importantly, conveys what is possible to others easily.
- Ownership - In addition to technical responsibilities, this means having opinions on what is being done and having ideas on what should be done next. Building something that you believe in is the best way to build something good.
- Continuous Learning - Working on new ideas often means not fully understanding what you are working on. Taking time to learn new architecture, frameworks, technologies, and even languages is not just encouraged but essential.
What we offer you:
GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe that diversity is the foundation to innovation.
Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks. These include leave benefits to meet your work-life needs and employee wellness programs.
We champion flexible work arrangements (subject to your job role) and trust that you will manage your own time to deliver your best, wherever you are, and whatever works best for you.
Learn more about life inside GovTech at go.gov.sg/GovTechCareers.
Stay connected with us on social media at go.gov.sg/ConnectWithGovTech