Project Manager - Contact Centre Platform (Public Sector)

• 1-year contract, renewable
• Hybrid work arrangement
• Government project

About the Role

We are seeking an IT Project Manager to oversee projects and enhancements across application, infrastructure and security areas. You will manage vendors and external ICT service providers, coordinate with technical teams and stakeholders, and ensure delivery meets agreed business outcomes, cost, timeline and quality requirements.

Key Responsibilities

• Oversee and manage multiple vendors and external ICT service providers, working closely with application and infrastructure teams to deliver projects and enhancements.

• Lead project management activities, including scope, budget and schedule management, documentation, and regular status and management reporting.

• Drive project activities such as requirements gathering, user acceptance testing (UAT), training and implementation.

• Review and validate project deliverables, including functional specifications, system test plans and results, user guides and operations manuals.

• Analyse system architecture, integrations, APIs and data flows to assess feasibility, impacts and dependencies across systems.

• Work with solution architects, infrastructure teams and developers to ensure proposed technical designs meet business, functional and security requirements.

• Assess change and service requests, recommending solution options and priorities based on business impact, risk and technical complexity.

• Ensure service level agreements for projects and incidents are met.

• Identify project risks and their potential implications for the organisation, and recommend mitigating measures.

• Ensure systems, development processes and procedures comply with IT governance, quality management standards and security policies.

• Manage and resolve day-to-day IT issues relating to applications, infrastructure or security to support smooth operations.

• Coordinate with relevant parties to resolve security vulnerabilities identified in systems.

Requirements

• Tertiary education in a relevant field is preferred.

• Hands-on experience in at least two full project development life cycles.

• Relevant professional certifications such as ITIL, PMP or equivalent.

• Strong vendor management skills, including experience managing vendor performance and ensuring compliance with contractual obligations.

• Ability to coordinate vendors and technical teams towards common project outcomes.

• Strong analytical, conceptualisation and problem-solving skills.

• Ability to take a broad, strategic perspective while also developing a detailed understanding of business needs and challenges.

• Results-oriented and customer-focused, with strong organisational and people-handling skills.

• A collaborative team player with excellent written and verbal communication skills, including the ability to present ideas and influence stakeholders.

• Experience in the Singapore Government environment, with familiarity in IT governance, procurement, budgeting, risk and compliance management, and security policies and standards.

Advantageous Experience

• Contact centre systems implementation, maintenance and support, including telephony, live chat, chat or voice bots, or customer relationship management (CRM) systems.

• Experience with Amazon Connect or other cloud-based contact centre platforms.

• API management and integration between contact centre platforms and other enterprise systems.

• AWS cloud architecture, deployment and operations.

• Keeping up to date with technology trends and best practices.
  

  /Ref: T24-273