M44 - Project Manager

Role Overview

We are seeking an experienced ICT Project Manager to oversee the delivery, enhancement, and ongoing support of enterprise IT systems and applications.

The successful candidate will be responsible for managing multiple vendors, coordinating cross-functional technical teams, and ensuring projects are delivered within agreed timelines, budgets, and quality standards.

The role requires strong project management capabilities, technical understanding of system architecture and integrations, and experience in IT governance, vendor management, risk management, and operational support.

Key Responsibilities

Project Management & Delivery

• Lead and manage end-to-end ICT projects, ensuring delivery within agreed scope, budget, timelines, and quality standards.
• Oversee multiple vendors and external ICT service providers, working closely with application and infrastructure teams.
• Manage project planning, scheduling, budgeting, documentation, progress tracking, and management reporting.
• Coordinate project activities, including requirements gathering, User Acceptance Testing (UAT), user training, and implementation.
• Review and validate project deliverables, including functional specifications, system test plans, test results, user guides, and operational manuals.
• Identify project risks, assess their potential impact, and implement appropriate mitigation measures.

Technical Coordination & Solution Assessment

• Conduct technical analysis of system architecture, integrations, APIs, and data flows to evaluate feasibility, dependencies, and potential impacts.
• Collaborate with solution architects, developers, and infrastructure teams to ensure technical designs meet business, functional, and security requirements.
• Assess change requests and service requests, recommending appropriate solutions based on business impact, technical complexity, and risk.
• Coordinate technical teams and vendors to ensure alignment with project objectives and business requirements.

Vendor Management & Stakeholder Engagement

• Manage vendor relationships, performance, and contractual obligations to ensure successful project delivery.
• Monitor vendor deliverables and ensure compliance with agreed Service Level Agreements (SLAs).
• Engage business stakeholders, technical teams, and external service providers to resolve issues and facilitate project delivery.
• Provide regular project updates, progress reports, and recommendations to management and relevant stakeholders.

IT Operations, Governance & Security

• Ensure IT systems, development processes, and procedures comply with established IT governance frameworks, quality standards, and security policies.
• Manage and resolve day-to-day IT issues involving applications, infrastructure, and security to maintain smooth business operations.
• Coordinate with relevant teams to identify, assess, and remediate system security vulnerabilities.
• Ensure project and incident-related SLAs are met.
• Support risk assessments, compliance reviews, and continuous improvements to IT processes and operations.

Requirements & Qualifications

Education & Experience

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline preferred.
• Hands-on experience managing at least two full project development life cycles.
• Proven experience in ICT project management, including project planning, budgeting, scheduling, vendor coordination, and delivery management.
• Strong understanding of system architecture, APIs, system integration, and enterprise IT environments.
• Experience managing external vendors, monitoring performance, and ensuring compliance with contractual obligations.
• Experience working within the Singapore Government environment, including familiarity with IT governance, procurement, budgeting, risk management, compliance, and security policies, is advantageous.

Technical Knowledge (Advantageous)

• Experience implementing, maintaining, or supporting contact centre systems, including telephony, live chat, chatbots, voice bots, and Customer Relationship Management (CRM) platforms.
• Experience with Amazon Connect or other cloud-based contact centre solutions.
• Knowledge of API management and integration between contact centre platforms and enterprise systems.
• Knowledge of cloud technologies, preferably AWS, including cloud architecture, deployment, and operations.
• Familiarity with current technology trends, industry standards, and IT best practices.
• Professional certifications such as PMP, ITIL, or equivalent are advantageous.

Core Competencies

• Strong analytical, problem-solving, and conceptualisation skills.
• Ability to understand business requirements from both strategic and technical perspectives.
• Excellent organisational, stakeholder management, and interpersonal skills.
• Strong vendor management and negotiation capabilities.
• Ability to coordinate multiple vendors and technical teams towards common project objectives.
• Excellent written and verbal communication skills, with the ability to present ideas and influence stakeholders.
• Results-driven, customer-oriented, and capable of working effectively in a team environment.