[LTA-PT] DEPUTY MANAGER, TICKETING SYSTEM & GOVERNANCE (OPERATIONS)

Land Transport Authority; Singapore; Presencial; SGD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Land Transport Authority in Singapore seeks a Deputy Manager for Ticketing System & Governance. You will lead system delivery, oversee maintenance, and drive governance for a city-wide Transit Ticketing System, collaborating with tech partners and contractors.

You will analyse requirements, manage stakeholder expectations, and ensure reliable operations to support a future-ready public transport network.

Formación

• 3+ years of experience in requirements analysis and maintaining system operations.
• Experience in managing customer experience and service delivery.
• Strong stakeholder, vendor management and communication skills.

Responsabilidades

• Lead system delivery initiatives with business cases and requirements.
• Collaborate with partners to enhance the ticketing experience for commuters.
• Oversee deployment and post‑deployment monitoring to minimise disruption.
• Strengthen governance through contracts, audits and metrics.
• Manage operational performance and incident management for the system.

Conocimientos

System analysis

Stakeholder management

Vendor management

Operations analysis

Communication

Educación

Bachelor's in Computer Science / Engineering / IT / Business Analysis

Descripción del empleo

What the role is:

[LTA-PT] DEPUTY MANAGER, TICKETING SYSTEM & GOVERNANCE (OPERATIONS)

What you will be working on:

Become a catalyst for effective system ownership, operations and governance as a Ticketing System and Governance officer!

Are you passionate about optimising public service delivery and making a difference? Join our team and take a lead role in maintaining, enhancing and governing the public transport ticketing system to strengthen people-centric service delivery and ensure a future-ready public transport network that connects communities and places.

Transit Ticketing System is an integrated fare collection and contactless smart card payment system that enables commuters to pay for their public transport journeys across Singapore and consists of frontend system (MRT/LRT fare gates, bus fare readers, top up machines devices and applications) and backend system (servers, network, infrastructure and applications).

Responsibilities:

System Delivery

• Lead exciting transformation initiatives, by developing business cases, reviewing business requirements and overseeing enhancement deliveries that improve the ticketing experience for millions of commuters.
• Collaborate with technology partners, operators, vendors and internal teams to turn commuter needs, service insights and market trends to solve real-world operational challenges and uplift the end-to-end ticketing experience.
• Manage the enhancement request process for the Transit Ticketing System and evaluate proposed changes in terms of commuter experience, operational feasibility, and financial impact, and collaborate with system owners to seek the necessary approvals.
• Provide sign-off of User Acceptance Test (UAT) reviews in collaboration with stakeholders, ensuring test plans and reporting are complete, and that defects and risks are addressed or accepted prior to system deployment.
• Work closely with technical delivery teams and maintenance contractors to plan and execute deployment strategies, including cutover planning, rollback arrangements and post‑deployment monitoring, to minimise service disruption.
• Strengthen system governance by managing service provider contracts, audits, compliance actions, metrics and provide recommendation to management to support sound decision‑making.

System Maintenance

• Manage and review the operational performance and service level agreement reports of frontend and backend systems from the contractors.
• Oversee incident management, root cause analysis and service recovery for ticketing system disruptions, working closely with operators, contractors, internal technical team and other stakeholders.
• Assess and approve operational, commuter, and financial impact analysis, as well as risk mitigation controls proposed by technical delivery and contractor teams, and seek system owner endorsement where required.
• Serve as the custodian of the Transit Ticketing System Business Continuity Plan by overseeing its maintenance, participating in tabletop exercises and collaborating with stakeholders to support effective crisis management.
• Oversee asset management for the Transit Ticketing System, ensuring contractors maintain frontend and backend assets in accordance with contractual requirements.

What we are looking for:

• Knowledge in Computer Science, Engineering, Information Technology, Business Analyst or a related field is required.
• Candidates should have at least 3 years of proven experience in analysing requirements, managing customer experience and maintaining system operations.
• Strong stakeholder management, situational awareness and vendor management skills are essential.
• Analytical and problem‑solving skills with the ability to evaluate complex business and operational requirements.
• Communicate effectively with cross‑functional teams and senior management through clear verbal and written communication.

As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.

About Land Transport Authority

The Land Transport Authority (LTA) is a statutory board under Ministry of Transport that spearheads land transport developments in Singapore. We are seeking dynamic, energetic, highly motivated, passionate and qualified professionals to join us.Many opportunities & challenges await those who are keen on an exciting career to realise our commitment to envision & implement an integrated transport system.