Project Manager (Operations)

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