Crisis-Response Tech & Ops Manager

Public Service Division (Singapore); Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Public Service Division (Singapore) seeks a senior manager to oversee the transformation of ServiceSG’s contact-centre ecosystem. You will champion the Core Central Contact Centre Tech Stack (C4TS), drive AI adoption, and ensure robust interoperability across satellite centres during crises.

You will work closely with GovTech and CMG Lead Ministries to deliver scalable, citizen-centric solutions while maintaining crisis playbooks and business continuity plans.

Qualifications

• Experience leading contact-centre technology initiatives.
• Ability to pilot AI/automation projects and translate pilots into scalable outcomes.
• Strong systems integration and vendor management capabilities.

Responsibilities

• Operate and optimise the Core Central Contact Centre Tech Stack (C4TS) across satellite centres.
• Drive AI adoption and automation in the contact-centre space with pilot projects.
• Lead annual systems-integration and interoperability checks with GovTech and agencies.
• Maintain crisis playbooks, activation SOPs, and ServiceSG's business-continuity plan.
• Manage technology vendors and delivery partners to ensure on-time delivery.
• Support satellite centre operations and stakeholder alignment with Resilience Community partners.

Skills

Amazon Connect

Salesforce CRM

AI & automation

Systems integration

Vendor management

Stakeholder management

Tools

CRM platforms (Salesforce)

Telephony systems

Job description

Public Service Division (Singapore) seeks a senior manager to oversee the transformation of ServiceSG’s contact-centre ecosystem. You will champion the Core Central Contact Centre Tech Stack (C4TS), drive AI adoption, and ensure robust interoperability across satellite centres during crises.

You will work closely with GovTech and CMG Lead Ministries to deliver scalable, citizen-centric solutions while maintaining crisis playbooks and business continuity plans.