Senior Project Manager

USER EXPERIENCE RESEARCHERS PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

USER EXPERIENCE RESEARCHERS PTE. LTD. is seeking an experienced IT project manager to own operations for critical shared services and payment platforms, including incident handling, maintenance, and recovery actions.

You will coordinate vendors, changes, and service requests to closure within SLAs. You will lead cross-functional delivery with application, infrastructure, and security teams, ensure compliance with Singapore Government ICT policies, and drive continuous improvement in operational

Qualifications

• Minimum 5 years of IT project management and/or application operations experience, preferably in government/public sector.
• Experience managing mission-critical production systems with incidents, changes, and deployments.
• Experience with internet-facing digital services and upstream/downstream dependencies.

Responsibilities

• Own day-to-day operations of critical shared services and payment platforms; manage incidents, changes and service requests within SLAs.
• Coordinate external vendors, evaluate proposals, budgets and deliverables; ensure scope and quality alignment.
• Coordinate security, audit, and compliance activities; apply relevant policies and remediation tracking.
• Develop and maintain project plans, schedules, risk registers, and governance materials; oversee cross-functional delivery.
• Identify opportunities for operational improvements and ensure up-to-date documentation and escalation arrangements.

Skills

IT project management

Cloud coordination

Security & compliance

Vendor & contract management

Tools

Cloud platforms

Monitoring tools

Identity integration

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 andCoordinate 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 transitio