(Senior/ Lead) Manager, Service Management and Planning

Ministry of Education; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

The Ministry of Education in Singapore is seeking a Senior/Lead Manager, Service Management and Planning within the Customer Services Branch, Student Placement and Services Division.

You will lead cross‑functional teams in service transformation, manage MOE's quality service operations and handle complex escalations, collaborating with the Public Service Division to scale Whole‑of‑Government service quality initiatives.

Qualifications

• Minimum 5 years in service strategy/planning or quality service management.
• Customer-centric mindset with drive to improve service delivery.
• Strong analytical and problem-solving skills with data-driven insights.
• Excellent written and verbal communication for reports and guidance materials.
• Strong stakeholder management and knowledge of customer journey mapping and change management.

Responsibilities

• Lead MOE QSM office operations and guide divisions on escalated cases.
• Collaborate with PSD to adapt WOG service quality initiatives across MOE.
• Analyse survey data to identify trends and gaps, develop strategic initiatives.
• Initiate customer journey reviews and redesign processes to enhance MOE’s omnichannel experience.

Skills

Service strategy

Quality management

Customer experience

Stakeholder mgmt

Data analysis

Change management

Digital tools

Tools

Digital tools

Job description

What the role is:

As a (Senior/ Lead) Manager, Service Management and Planning in the Customer Services Branch, Student Placement and Services Division, you will play a key role in shaping how MOE delivers quality service to parents and the public. You will lead and partner various stakeholders in organisation-wide service transformation initiatives, manage MOE's Quality Service Manager (QSM) operations and handle complex escalated cases. You will also collaborate with the Public Service Division (PSD) to adapt and implement Whole-of-Government (WOG) service quality initiatives within MOE, while cultivating strong networks and sharing best practices across the QSM community. This role offers rich learning opportunities for those looking to deepen their experience in service delivery and transformation.

What you will be working on:

• Manage MOE QSM office operations, such as guiding MOE HQ Divisions and schools on complex escalated cases and ensuring key service indicators are consistently met
• Collaborate with PSD to adapt and implement WOG service quality initiatives within MOE, and facilitate knowledge-sharing sessions with other Ministries and Statutory Boards to exchange best practices and uplift service excellence
• Analyse survey insights and feedback data to identify emerging trends and service gaps, and develop strategic initiatives to address them
• Initiate and lead customer journey reviews by partnering divisions to redesign service delivery processes and co-create solutions to enhance MOE’s omnichannel experience

What we are looking for:

• At least 5 years of relevant working experience in service strategy and planning, quality service management, customer experience, or other related fields
• A passion for service excellence and a customer-centric mindset, with the drive to continuously improve service delivery and foster a strong service culture
• Strong analytical and problem-solving skills, with the ability to draw insights from data, identify service gaps and translate findings into practical improvements
• Excellent written and verbal communication skills, with the ability to prepare clear reports, develop guidance materials and present to senior management
• Strong stakeholder management skills, with the ability to engage and influence across all levels, complemented by knowledge of customer journey mapping, design thinking and change management methodologies.
• Familiarity with digital tools to support service operations would be an advantage

As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination. Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment.

About Ministry of Education

The wealth of a nation lies in its people - their commitment to country and community, their willingness to strive and persevere, their ability to think, achieve and excel. Our future depends on our continually renewing and regenerating our leadership and citizenry, building upon the experience of the past, learning from the circumstances of the present, and preparing for the challenges of the future. How we bring up our young at home and teach them in school will shape Singapore in the next generation. The mission of the Education Service is to mould the future of the nation, by moulding the people who will determine the future of the nation. The Service will provide our children with a balanced and well-rounded education, develop them to their full potential, and nurture them into good citizens, conscious of their responsibilities to family, society and country.