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