Lead Analyst - Project Management (Service Management)

Synapxe; Otago; On-site; NZD 120,000 - 180,000; Full time

Job summary

Synapxe is the national HealthTech agency inspiring tomorrow's health. This role sits on a team that builds and runs technology capabilities for Population Health, developing new features and sustaining production systems to keep services reliable, secure, and compliant.

You will collaborate closely with business users, internal teams, and vendors, with rotation across capability development and service operations to broaden your experience.

Qualifications

• Degree in Computer Science, Computer Engineering, Information Technology, or a related field.
• 5+ years in technology capability development, delivery, or production support; leadership of workstreams.
• Strong governance, risk, and compliance understanding and ability to manage multiple priorities.
• Experience with architecture concepts, security, patch management, and secure deployments.
• Excellent communication and stakeholder management across teams.

Responsibilities

• Lead capability development and delivery with scalable, secure, and compliant outcomes.
• Coordinate delivery progress, risks, and dependencies with stakeholders and vendors.
• Drive capability sustainment and service operations, including incident management and root cause analysis.
• Ensure operational readiness, runbooks, monitoring, and documentation before handover.
• Collaborate across infrastructure, security, data centre ops for incident resolution and changes.

Skills

Capability development

Delivery coordination

Service operations

Stakeholder management

Incident investigations

Root cause analysis

Security compliance

Communication skills

Cloud platforms familiarity

Education

Degree in Computer Science, Computer Engineering, Information Technology, or a related field

Tools

Monitoring tools

DevSecOps

Integration technologies

Job description

Company description

Synapxe is the national HealthTech agency inspiring tomorrow's health. The nexus of HealthTech, we connect people and systems to power a healthier Singapore.

Together with partners, we create intelligent technological solutions to improve the health of millions of people every day, everywhere. Reimagine the future of health together with us at www.synapxe.sg

Job description

Position Overview

This position is part of the team that builds and runs technology capabilities for Population Health, focusing on two areas: developing and delivering new capabilities, and sustaining existing production systems to ensure reliable and effective operations. The candidate will work closely with business users, internal teams, and vendors, and may be rotated between Capability Development & Delivery and Capability Sustainment & Service Operations over time as part of career development, gaining experience across both domains to build a well-rounded skill set. The candidate is expected to independently lead assigned capabilities and workstreams, working closely with stakeholders to deliver and sustain secure, reliable, and compliant technology capabilities. The role requires a balance of technical knowledge, stakeholder engagement, delivery coordination, and operational ownership, while contributing to continuous improvement across both capability delivery and service operations.

Role & Responsibilities

A. Capability Development & Delivery

• Lead the development and delivery of capabilities that are scalable, supportable, secure, and aligned with organisational objectives. Coordinate procurement activities and prepare submissions for scope and funding approvals, ensuring clear goals, governance, security, and compliance requirements are established from the outset.
• Manage delivery progress, risks, issues, and dependencies, escalating concerns promptly when timelines, outcomes, compliance, or security are at risk. Collaborate with business users, internal teams, and vendors to deliver capabilities within agreed scope, budget, quality, and timelines while maintaining stakeholder alignment through effective communication.
• Engage the Capability Sustainment & Service Operations team early to ensure capabilities are designed for long-term supportability, observability, and security. Define and complete operational readiness requirements, including runbooks, monitoring, and support processes before handover.
• Maintain delivery artefacts, documentation, and governance records, including plans, risk registers, decision logs, procurement decisions, and resource engagements. Support annual planning and budgeting by providing delivery, resource, and operational cost estimates. Participate in post-implementation reviews and apply lessons learnt to improve future capability delivery.

B. Capability Sustainment & Service Operations

• Provide ongoing maintenance and operational support for production systems, including after-hours standby support where required, to ensure service reliability, availability, security, and compliance. Manage user enquiries and incidents in accordance with agreed SLAs, maintaining accurate records for audit, reporting, and continual improvement.
• Lead or coordinate incident investigations and root cause analysis, implement corrective actions, and elevate major incidents, security concerns, operational risks, or SLA breaches promptly. Share operational insights, recurring issues, and performance trends with the Capability Development & Delivery team to support prioritisation and future improvements.
• Participate in SIT, UAT, change implementation, and production readiness activities to ensure capabilities are supportable and operationally sustainable. Coordinate deployments, ensuring runbooks, monitoring, support procedures, and compliance requirements are completed before release.
• Work closely with business users and supporting teams across infrastructure, database, security, cyber defence, and data centre operations to resolve incidents and manage changes effectively. Maintain operational documentation, service catalogues, support procedures, and administrative activities such as contract and certificate renewals, while contributing to service health, compliance reporting, and risk management.

Requirements

• Degree in Computer Science, Computer Engineering, Information Technology, or a related field.
• At least 5 years of experience in technology capability development, application delivery, service management, and/or production system support, including hands-on work building, maintaining, and operating IT capabilities in an enterprise environment. Experience leading workstreams, coordinating vendors, or delivering technology projects will be an added advantage.
• Good understanding of IT governance, risk, and compliance practices, with the ability to manage multiple priorities and deliver in an organised and accountable manner.
• Comfortable with application architecture and system design concepts, with working knowledge of security and compliance practices such as patch management, access controls, certificate management, and secure deployment principles.
• Ability to assess whether capabilities are maintainable, supportable, secure, scalable, and compliant with audit, security, and organisational requirements.
• Strong analytical and problem-solving skills, with the ability to evaluate complex issues, make sound decisions, and communicate recommendations clearly to both technical and non-technical stakeholders.
• Good written and verbal communication skills, including writing clear documentation, providing capability delivery and operational updates, facilitating discussions, and presenting recommendations to stakeholders.
• Strong interpersonal and stakeholder management skills, with the ability to work effectively across teams, manage vendor interactions, and collaborate with stakeholders at different levels.
• Familiarity with cloud platforms, enterprise application environments, integration technologies, monitoring tools, or DevSecOps practices will be an advantage.
• Able to adapt to changing priorities, stay calm under pressure, and maintain service quality in a fast-moving environment. Experience in the healthcare industry will be an added advantage.