Project Manager (Operations)

UFINITY Pte Ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

UFINITY Pte Ltd. is seeking an experienced Project Manager to lead IT service delivery and governance in Singapore. The role focuses on SLA strategy, ongoing IT operations, and performance improvements across multiple teams.

You will manage 24x7 readiness, align business needs with functional requirements, and drive agile ceremonies while coordinating with stakeholders and the Sales team for smooth onboarding and change management.

Qualifications

• Degree/Diploma in Computer Science/Information Technology or equivalent.
• Minimum 8 years of experience as a Project Manager (at least 3 years in Ops role).
• Experience in IT business analysis, application solutioning design and testing.
• Participated in at least one full software or product development cycle.

Responsibilities

• Formulate Strategy for Service Level Agreements (SLAs) and Improvements
• Manage and Optimise IT Operations and Support Performance
• Manage People and Organisation
• Applications Delivery & Continuous Operations
• Stakeholder & Commercial Engagement

Skills

SLA management

Stakeholder management

Agile / Scrum

People management

Documentation

Analytical thinking

Effective communication

AI familiarity

Education

Eight years PM experience (Ops focus)

Tools

Confluence

JIRA

AWS

Job description

Role Responsibilities

• Formulate Strategy for Service Level Agreements (SLAs) and Improvements

  • Understand maintenance Service Level Agreement (SLA) requirements and work within SLA boundaries to support customers.

  • Understand the full scope of support contracts to differentiate tasks that are in-scope versus out-of-scope.

  • Prepare and present monthly maintenance reports to customers.

  • Propose improvements to continuously address changing business needs.

• Manage and Optimise IT Operations and Support Performance

  • Ensure software applications and services run smoothly on a day-to-day basis.

  • Ensure system or product readiness for smooth deployment, adoption, and ongoing operations.

  • Ensure completion of technical documentation and filings to facilitate software development and operations.

  • Manage teams to plan, execute, and deliver approved Service Requests within stipulated SLAs.

• Manage People and Organisation

  • Develop and implement policies, procedures, and duty rosters for teams to ensure personnel backup for service maintenance (including 24x7 coverage).

  • Manage project scope, schedule, cost, and resource allocation.

  • Monitor team members' workload levels and review performance.

• Applications Delivery & Continuous Operations

  • Identify and understand business needs, providing viable solutions.

  • Gather, validate, and analyse business and technical requirements.

  • Develop user stories, functional requirements, and acceptance criteria.

  • Conduct backlog refinement, impact analysis, and acceptance testing.

  • Facilitate Agile ceremonies: sprint planning, daily standups, sprint reviews, and sprint retrospectives.

• Stakeholder & Commercial Engagement

  • Constantly engage stakeholders to align priorities and manage delivery expectations.

  • Gather requirements for Service Requests, collaborating with the Technical Lead to produce impact analyses, effort estimates, and client-facing solutions.

  • Partner with the Sales team to develop standard Service Request forms for customer onboarding and change management.

Role Requirements

• Experience and Qualifications

  • Degree/Diploma in Computer Science/Information Technology or an equivalent.

  • Minimum 8 years of experience as a Project Manager (at least 3 years in Ops role).

  • Prior working experience in IT business analysis, application solutioning design and testing.

  • Participated in at least one full software or product development cycle.

• Technical Competencies

  • Service Level Management: Proven ability to monitor SLA compliance, lead service reviews with clients, and establish operational controls to maintain agreed service baselines.

  • Business Needs Analysis:Proficiency in leading requirements elicitation, translating business needs into functional user stories/acceptance criteria, and defining project scope.

  • Applications Support & Enhancement: Strong experience evaluating the viability and impact of change requests/service requests and directing end-to-end troubleshooting and maintenance protocols.

  • Project Management: Track record of managing scope, schedules, cross-functional dependencies, and resource allocations throughout the software development life cycle.

  • Software Testing & Acceptance: Hands-on background in defining acceptance criteria, reviewing test specifications, and facilitating user acceptance testing (UAT).

  • Process Improvement and Optimisation : Experience identifying operational bottlenecks and implementing continuous improvements to operational workflows and agile processes.

  • People and Performance Management : Capability to manage team rosters (including 24x7 duty cycles), balance operational workloads, and track performance outcomes

  • Stakeholder Management : Proven ability to devise plan to engage all key stakeholders, and lead critical discussions and negotiations, addressing escalated issues or problems encountered.

  • Fluent in the use of AI

  • Knowledgeable of :

    • Agile methodology and design thinking.

    • Product thinking mindset.

• Core Capabilities

  • Strong analytical & problem-solving skills with a high level of initiative.

  • Able to engage stakeholders and manage their expectations

  • Able to understand and interpret requirements leading to technical implementation

  • A team-player who is resourceful, takes ownership, and is highly collaborative.

  • Ability to work under pressure and meet tight deadlines.

  • Detail-oriented, data-driven, customer focused, and a quick learner. Strong verbal and written communication skills.

  • Good documentation skills and business acumen.

  • Can work with minimum supervision and is adaptive & open to change.

  • Able to conduct presentations (in English) to customers effectively.

Preferred Certifications, Tools and Exposure

• Project Management (eg. PMP) or Agile (eg. CSM or CSPO) Certification.

• Use of Confluence and JIRA for managing projects collaboratively.

• Experience working on Singapore Government Agency Projects

• Cloud experience such as AWS

• Fluent in the use of AI & Product thinking mindset