Digital Service Manager

Salary: $7,000 – $8,000 per month

12 Months Contract

Working Location: 2 Kallang Sector
Working Hours: Monday - Friday, office hours

Responsibilities:

The ideal candidate should have experience in digital product or service management, Microsoft Power Platform, AI-agent delivery, business process redesign, third-party vendor management, stakeholder engagement, change management, and enterprise governance. The candidate should be able to select the appropriate solution pattern based on process complexity, control requirements, system connectivity, and business value.

1. Contribution Area and Impact

The proposed resource will provide the additional capacity required to meet growing portfolio demand, while maintaining effective delivery, service management, governance, and operational support.

Portfolio Capacity and Service Continuity:

• Provide the additional capacity required to meet growing portfolio demand across third-party AI services, automation initiatives, Finance transformation support, and broader Business Unit requests.

• Enables the team to maintain effective delivery, service management, governance, and operational support while reducing pressure on existing Digital Service Managers.

Third-Party AI Service Ownership:

• Serve as the Digital Service Manager for third-party AI products adopted by Business Units, including solutions such as Harvey AI for Legal and future AI-enabled services. The role will support onboarding, adoption, governance, vendor coordination, user support, and value realization.

• Strengthens ownership and accountability for AI-enabled services, improves adoption outcomes, supports responsible governance, and ensures business value is realized from third-party AI investments.

Automation and Workflow Transformation:

• Lead automation and workflow transformation initiatives across Business Units, including use cases such as Group Risk KRI Reporting. The role will drive automated processes covering reporting cycle orchestration, reminders, submission consolidation, escalation, status tracking, and governance controls.

• Improves operational efficiency, reduces manual follow-up effort, strengthens compliance, improves process consistency, and provides clearer visibility over reporting and submission status.

End-to-End Digital Service Management:

• Manage the full service lifecycle for products and services adopted by Business Units, including product evaluation, vendor engagement, procurement support, implementation, license management, service administration, user support, enhancement planning, and ongoing service governance.

• Provides clear service ownership from evaluation through steady-state operations, improves stakeholder experience, strengthens service reliability, and ensures sustainable post-implementation support.

Finance Transformation Support:

• Support strategic Finance transformation initiatives arising from the Finance Transformation Program, including Excel-to-Slides automation, Invoice Processing OCR and intelligent routing, and other digitalization opportunities identified within the Finance function.

• Increases delivery capacity for Finance transformation initiatives, accelerates process modernization, and supports scalable digital solutions that reduce manual work and improve operational effectiveness.

AI-Enabled Productivity and BAU Reduction:

• Identify and deliver opportunities to reduce BAU workload through deterministic workflow automation, Power Platform solutions, and AI-agent capabilities where controlled interpretation, retrieval, and assisted decision-making are appropriate.

• Reduces repetitive administrative work, improves productivity, lowers operational risk through structured processes, and enables the team to support a larger portfolio without a proportionate increase in manual effort.

2. AI-enabled Scope Expansion and Productivity Uplift

The role is intentionally designed to support AI-enabled scope expansion. The resource is expected to apply deterministic workflow automation where rules are clear, and AI-agent capabilities where interpretation, retrieval, summarization, assisted triage, or decision support is required, with appropriate human review and governance controls.

PPM Administration and Adoption Management:

• Automate portfolio governance activities including dashboard preparation, project status consolidation, data quality validation, overdue update reminders, stakeholder notifications, and recurring portfolio reporting. Support adoption management activities through structured communications, tracking, and follow-up workflows.

• Leverage AI to generate portfolio summaries, identify reporting gaps, consolidate project updates, prepare management narratives, and provide insights on adoption trends and portfolio health.

• Reduces manual effort required to prepare dashboards and portfolio reports, improves reporting consistency, increases visibility of portfolio status,and frees up team capacity to focus on stakeholder engagement and delivery activities.

ISO 27001 Remediation Management:

• Automate remediation tracking through action-owner assignment, target date monitoring, reminder notifications, escalation workflows, status collection, and closure validation processes.

• Apply AI-assisted remediation progress summarization, audit preparation support, gap analysis, management reporting, and generation of follow-up communications and action updates.

• Improves audit readiness, strengthens governance and accountability, reduces manual tracking effort, and enables more proactive management of remediation activities and compliance obligations.

CMS and Spectrum Access Request Management:

• Automate the end-to-end access management workflow, including access request submission, approval routing, evidence collection, tracking of written business approvals, admin rights change requests, implementation monitoring, and stakeholder notifications. Support the governance process introduced following observations from the previous audit cycle.

• Leverage AI to assist with preparation of Jira tickets, validation of required supporting documents, generation of approval summaries, identification of incomplete submissions, and consolidation of implementation status updates across multiple requests.

• Reduces administrative effort associated with access requests, improves compliance with audit requirements, shortens processing turnaround time, strengthens governance controls, and enables more effective coordination between Business Units, Engineering teams, and system administrators.

3. Value and Impact

• Capacity: reduces pressure on existing Digital Service Managers by absorbing a defined portfolio of AI services, automation opportunities, and post-implementation service ownership.

• Continuity: provides named accountability from assessment and implementation through onboarding, adoption, support, governance, enhancement planning, and value tracking.

• Business value: helps convert repeated manual work into structured automation and AI-enabled operating practices, supporting productivity uplift and improved service quality.

• Risk reduction : improves governance, documentation, human oversight, and traceability for AI-enabled workflows and third-party AI services.

• Scalability: establishes reusable patterns for future AI services, workflow automation, Finance transformation use cases, and Business Unit requests.

Requirements:

• Degree in Computer-related disciplines or related disciplines

• Experience in digital transformation, product management, AI and automation initiatives, business process redesign, stakeholder management, vendor management, and enterprise technology delivery.
  Experience with Microsoft 365, Power Platform, AI solutions, and organisational change management would be advantageous.

We regret to inform that only shortlisted candidates will be notified.

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