Project Manager

User Experience Researchers Pte Ltd; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

User Experience Researchers Pte Ltd in Singapore seeks an experienced IT Project Manager to lead critical systems operations and vendor governance. You will oversee incidents, changes, and service requests, coordinate cloud and security activities, and drive deployment readiness across complex digital services.

You will manage budgets, stakeholder communications, and multi-team delivery, ensuring SLAs are met and compliance requirements are followed. PMP/CITPM is preferred.

Qualifications

• Minimum 5 years IT project management or application operations experience.
• Experience managing mission-critical production systems, including incidents, changes, service requests, deployments and recovery activities.
• Experience with internet-facing or high-availability digital services with multiple upstream/downstream dependencies.
• Practical experience with cloud environments and production changes.
• Knowledge of Singapore Government ICT policies, security requirements and compliance controls.
• Experience coordinating IT/security audits and remediation.
• Experience with payment gateway or electronic payment integrations is advantageous.

Responsibilities

• Own day-to-day operational management of critical services and payment platforms.
• Coordinate incidents, changes and service requests to closure within SLAs.
• Manage external vendors and ensure performance, SLAs and governance.
• Lead cross-functional delivery involving application, infrastructure, security, vendors and stakeholders.
• Develop project plans, schedules, governance papers and executive dashboards.
• Coordinate UAT, production deployment, rollout and post-implementation verification.
• Apply Agile/Waterfall practices as appropriate to initiatives.

Skills

IT project management

Incident management

Cloud environments

Vendor management

Budget management

UAT & deployment

Security & compliance

PMP/CITPM certification

Stakeholder management

Education

PM certification (PMP/CITPM)

Tools

Cloud platforms (AWS/Azure)

Payment gateway integrations

Job description

KEY RESPONSIBILITIES

A. Critical Systems Operations & Service Continuity

• Own the day-to-day operational management of critical shared services and payment platforms, including service availability, operational issues, planned maintenance and coordination of recovery actions.
• Coordinate the management of incidents, problems, changes and service requests, ensuring issues are assigned, tracked and driven through to closure within stipulated SLAs.
• Manage dependencies and downstream impacts across internet-facing government digital services and coordinate stakeholders to mitigate service disruptions.
• Coordinate cloud hosting and infrastructure matters with relevant technical teams and vendors, including capacity, access, monitoring, networking and infrastructure changes.
• Drive business continuity and operational readiness, with the objective of preventing unplanned downtime outside approved maintenance periods.

B. Vendor, Contract & Financial Management

• Manage external vendors responsible for application and infrastructure services, including performance, service levels, deliverables, defects, Change Requests (CRs) and Service Requests (SRs).
• Challenge and validate vendor proposals, estimates, implementation approaches and deliverables to ensure they are complete, fit for purpose and delivered within agreed scope, quality and timeline.
• Plan and monitor project and operational budgets, expenditure, quotations and service requests; identify variances and escalated financial risks early.
• Coordinate contractual governance, service reviews and performance escalations, including follow-up on outstanding vendor commitments and corrective actions.

C. Security, Audit & Compliance

• Coordinate security, compliance and audit activities affecting critical systems and platforms, including evidence collation, response preparation, remediation tracking and closure of findings.
• Ensure identified security vulnerabilities, access-control issues, configuration gaps and other compliance findings are assigned owners, tracked to completion and escalated where required.
• Apply relevant Singapore Government ICT policies, standards and security requirements in the planning and management of system changes and operational activities.

D. Project Delivery & Governance

• Develop and maintain project plans, schedules, dependencies, resource plans, risk registers and issue logs for assigned initiatives.
• Lead cross-functional delivery involving application teams, infrastructure/cloud teams, security teams, vendors and business stakeholders.
• Coordinate requirements, User Acceptance Testing (UAT), deployment, transition and post-implementation activities, ensuring deliverables meet agreed scope, timeline and quality expectations.
• Prepare project status reports, governance papers, management updates and executive dashboards, highlighting decisions required, key risks, issues and recovery actions.
• Apply appropriate Agile and/or Waterfall practices according to the nature and complexity of the work.

E. Continuous Improvement & Operational Readiness

• Identify opportunities to improve operational processes, service quality, resilience, monitoring and vendor delivery through data, lessons learnt and analysis of recurring issues.
• Proactively identify risks and dependencies before they affect production services, project milestones or committed deliverables.
• Maintain up-to-date operational documentation, contacts, procedures and escalation arrangements required for effective service management.

JOB REQUIREMENTS

A. Technical & Domain Experience

• Minimum 5 years of IT project management and/or application operations experience, preferably within the Singapore Government or public sector environment.
• Demonstrated experience managing mission-critical production systems, including operational incidents, changes, service requests, deployments and recovery activities.
• Experience managing internet-facing digital services or similarly business-critical services with multiple upstream/downstream dependencies.
• Practical experience with cloud environments, including coordination of infrastructure, access, networking, monitoring and production changes.
• Working knowledge of Singapore Government ICT policies, security requirements and compliance controls, with practical experience coordinating remediation activities.
• Experience managing IT/security audits and driving findings from identification through remediation and closure.
• Experience with enterprise or government authentication and identity integrations.
• Experience with payment gateway or electronic payment integrations, preferably involving banks, payment service providers and electronic payment methods.
• Experience coordinating with financial institutions, payment gateways or payment service providers is advantageous.

B. Project, Vendor & Commercial Management

• Proven experience managing the full project lifecycle, including planning, implementation, testing, deployment and transition to operations.
• Demonstrated experience in vendor management, including SLA/KPI tracking, contractual deliverables, CR/SR management, issue escalation and performance governance.
• Proven ability to manage budgets, quotations, resource plans and competing priorities while meeting agreed deliverables.
• Experience coordinating UAT, production deployment, rollback planning and post-implementation verification.
• PMP, CITPM or equivalent recognized project management certification is preferred.

C. Personal Characteristics & Behavioral Requirements

• Demonstrated ability to work independently with minimal supervision and take end-to-end ownership of assigned responsibilities.
• Proactively investigates unfamiliar issues using available documentation, system information, historical records, vendor/product documentation and other relevant sources before seeking assistance.
• Actively identifies and engages the appropriate stakeholders or subject‑matter experts to obtain the information needed to resolve issues, rather than relying solely on readily available answers from the immediate team.
• Expected to formulate preliminary findings, possible causes, options or recommendations when raising an issue, instead of only reporting the problem.
• Takes ownership of commitments and agreed timelines, actively follows up with relevant parties and drives work through to completion.
• Produces accurate, complete and well-considered work and conducts appropriate self‑review before submission.
• Raises delivery risks or potential delays early, together with recovery actions, rather than waiting until the committed deadline is missed.
• Openly acknowledges mistakes or gaps, assesses their impact, takes corrective action and applies lessons learnt to prevent recurrence.
• Able to remain composed and effective when handling production incidents, urgent requests, tight timelines and competing priorities.
• Comfortable working through ambiguity and unfamiliar assignments without requiring step‑by‑step instructions.
• Able to analyze problems and propose practical and reasonable solutions or options, taking into account feasibility, risk, cost, timeline, operational impact and stakeholder needs, with a clear rationale for the recommended approach.
• Able to articulate issues, risks, recommendations and required actions clearly and concisely to technical and non‑technical stakeholders, adapting the level of detail to the audience and ensuring key decisions, responsibilities and follow‑up actions are understood.
• Demonstrates strong analytical, problem‑solving, stakeholder management, communication and coordination skills.
• Maintains a strong service mindset and commitment to system availability, operational resilience and delivery quality.