Manager (Strategy & Policy)

Ministry of Defence of Singapore; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Ministry of Defence of Singapore is seeking a Service Design/UX professional to lead service delivery transformation and stakeholder engagement in the public defence sector. The role focuses on designing effective policies, processes, and experiences that align with MINDEF/SAF objectives.

The ideal candidate brings 3+ years in service delivery or business process re-engineering, strong stakeholder management, and a practical, creative approach to solving complex public sector challenges.

Qualifications

• Education in fields related to Service Design, User Experience, or Business Administration.
• 3+ years in service delivery, business process re-engineering, or organisational transformation.
• Passionate about service delivery and transformation.
• Excellent people skills for stakeholder management.
• Creative thinker with solutions.
• Meticulous and detail-oriented.
• Appointment will be commensurate with experience; applicants with no experience may apply.

Responsibilities

• Perform horizon scanning and review current landscape to establish service delivery strategy, and work with stakeholders on delivering the strategy.
• Engage users and stakeholders to write service delivery policies.
• Establish, monitor and track service standards through benchmarking studies, service audits, and internal reports.
• Assess, develop and maintain user experience maps based on a review of current processes, to ensure a shift that is in line with our service delivery strategy.
• Collaborate with business owners and implement initiatives to re-imagine and re-design current user experience.
• Serve as a change agent to initiate new solutions, influence relevant stakeholders to address gaps in user experience and advise on approaches to positively enhance user experience.
• Conduct user validation sessions with stakeholders to evaluate the stability, satisfaction and the adoption of a new service/product before launch.
• Track the progress of user experience (UX) transformation
• Contribute to knowledge building of UX tools and methodologies
• Navigating stakeholder relationships across military and civilian contexts
• Adapting private sector best practices to public sector defence environment

Skills

Stakeholder management

Creativity

Attention to detail

People skills

Education

Education in Service Design / UX / Business Administration

Job description

What The Role Is

You will be exposed to the workings of MINDEF/SAF, have an opportunity to learn about best service delivery practices in both the private and public sectors, and gain design thinking skills.

What The Role Is

You will be exposed to the workings of MINDEF/SAF, have an opportunity to learn about best service delivery practices in both the private and public sectors, and gain design thinking skills.

What You Will Be Working On

• Perform horizon scanning and review current landscape to establish service delivery strategy, and work with stakeholders on delivering the strategy
• Engage users and stakeholders to write service delivery policies
• Establish, monitor and track service standards through benchmarking studies, service audits, and internal reports
• Assess, develop and maintain user experience maps based on a review of current processes, to ensure a shift that is in line with our service delivery strategy.
• Collaborate with business owners and implement initiatives to re-imagine and re-design current user experience
• Serve as a change agent to initiate new solutions, influence relevant stakeholders to address gaps in user experience and advise on approaches to positively enhance user experience
• Conduct user validation sessions with stakeholders to evaluate the stability, satisfaction and the adoption of a new service/product before launch
• Track the progress of user experience (UX) transformation
• Contribute to knowledge building of UX tools and methodologies
  Challenge(s)
• Navigating stakeholder relationships across military and civilian contexts
• Adapting private sector best practices to public sector defence environment
  

What We Are Looking For

• Education in fields related to Service Design, User Experience, or Business Administration
• At least 3 years of working experience in service delivery or business process re-engineering and organisational transformation is preferred
• Passionate for service delivery and service transformation
• Excellent people skills for stakeholder management
• Creativity to think of innovative solutions
• Meticulousness
• Drive to see projects through to implementation
  (Applicants with no experience may apply.)
  Appointment will be commensurate with your experience.
  Only shortlisted candidates will be notified.