ServiceSG aims to transform the service experience for citizens receiving public services. Our ambition is to transform citizen’s experience of public services from one of having to navigate across different functional agencies to get things done, to an integrated, personalised and seamless one where the public service “Knows and Serve you as one, and with Heart”. We work with different agencies across the public service to integrate over 600 services around key moments of life of citizens. Our central omni-channel service delivery system currently comprises a digital platform (“LifeSG”), a network of physical ServiceSG centres and a central contact centre. We are working to join the dots between the government systems and processes to make citizens’ experience smooth, whether online, on the phone, or at our centres. You will be part of the Service Transformation and Planning team in ServiceSG. You will be part of the team that works with various government agencies and key stakeholders to explore areas of opportunity for ops-tech integration to support public service delivery. You will also play an important role in harnessing ServiceSG’s and other government agencies’ datasets to generate actionable insights to inform policy, operations, and process improvements. Your work will be instrumental in supporting data-driven service transformation and excellence across ServiceSG and the service delivery sector in Government.

As Senior Manager/Manager (Service Transformation & Planning), you will play a crucial role in overseeing and coordinating various aspects of a tech-ops data project within the business domain to support service delivery transformation. You will: o Strategic Ops-Tech Integration & Service Transformation – Drive the strategic identification and integration of operations and technology across Whole-of-Government (WOG). You will partner senior stakeholders, including ServiceSG and GovTech leadership, to chart opportunities for transforming service delivery through ops-tech solutions. This includes commissioning citizen insights research, shaping foresight studies on emerging service technologies, and benchmarking against global best practices to inform policy and investment decisions. o Shaping Service Experience through Insights & Requirements – Lead the engagement of agencies and stakeholders to capture strategic requirements and feedback that shape future citizen services. Translate operational needs and user behaviours into actionable system requirements and feature roadmaps. Ensure that day-to-day operational insights are elevated into long-term planning, enabling ServiceSG to anticipate demand and design future-ready service journeys. o Programme Leadership & Governance - Oversee and steer multiple project workstreams to achieve service transformation outcomes. You will set direction, establish governance mechanisms, and monitor programme health across delivery milestones. Anticipate risks and craft mitigation strategies to ensure alignment with national digital and service strategies. Provide oversight of project reporting, executive briefings, and progress updates for senior leadership and decision-makers. o Cross-Agency Collaboration & Strategic Partnerships – Build and sustain strong partnerships with GovTech, public agencies, and cross-functional teams to co-create tech-enabled solutions that balance citizen experience, innovation, and operational efficiency. You will act as a strategic integrator, aligning diverse agency priorities and fostering whole-of-government coherence in service delivery. o Risk, Foresight & Continuous Improvement – Shape and deliver clear, concise, and compelling reports, dashboards, and presentations for senior management and policy-makers. Ensure that key project information and learnings are systematically captured, disseminated, and translated into strategic insights that inform broader WOG service transformation efforts. o Reporting and Documentation: You will prepare clear & concise reports, dashboards, and presentations for senior management, as well as ensure all key project information is accurately documented and easily accessible when needed.

We are looking for motivated individuals who are self-starters in a fast-paced environment and enjoy large systems problem solving. You should be comfortable with the ambiguity in driving large system complex change, action-biased via experimentation and prototyping, and always seeking to bring in new ideas and best practices for the public service. [Key Competencies Required] • [Working Effectively with Stakeholders]: Able to work closely with senior management and other Public Service agencies to drive the service transformation initiative and achieve better coordination and seamless integration of technology and processes. Influence agencies to see beyond their individual agency’s missions, towards a collective purpose of seamless service delivery for the citizens. • [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind. • [Creative Thinking and Problem Solving]: Contextualise and apply design methodologies and processes to uncover insights and solve specific service-related challenges. You would be required to demonstrate creativity in generating solutions to complex issues. • Prior experience in project management and projects involving using scrum and / or agile methodology / or technology projects will be useful. In addition, prior experience in data system projects will be useful skillsets for this role. Work Experience At least 3 years of work experience in at least two of the following areas in service delivery would be preferable: • Service Design and Experience Management • Service Strategy, Policy and Planning • Service Operations and Management • Digital Transformation • Product Management • Project Management Only shortlisted applicants will be notified within 2 weeks after closing date. Successful candidates will be offered a 2-year contract in the first instance.

The Public Service Division (PSD) stewards a trusted Singapore Public Service for a successful and vibrant Singapore. Our 4 key roles include: • Developing a flourishing and diverse workforce by supporting our public officers' continual growth of skills and creating meaningful careers • Developing a forward-looking and inspiring community of leaders who are united, resilient, and anchored in public service values and ethos • Building future-ready public sector organisations by steering and supporting transformation of our organisations and catalysing innovations for organisations to work more effectively • Driving good governance, values and excellence to safeguard the integrity and reputation of the Public Service and uphold the trust of citizens Why Join Us When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! Follow us @PublicServiceDivision @SGPublicService On LinkedIn | Instagram | Facebook | http://www.psd.gov.sg The Singapore Public Service: Integrity, Service, Excellence  |People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest |