Senior Manager/Manager (Ops Tech Branch – ComLink+), SSP/OSD

The Social Support Group (SSP) oversees all policy, planning and delivery of social services for low-income and vulnerable families. The Organisational and Systems Development Division (OSD) strengthens SSP’s focus on people and organisational development, corporate and finance matters. It examines more holistically how we can leverage technology and integrate our systems, to strengthen the way we work and deliver greater value to our clients. Ops Tech Branch (OTB) oversees, manages and develops digital solutions through ICT systems to support service delivery and data sharing across the social service sector. The branch works in close partnership with the divisions in SSP, as well as other MSF divisions and government agencies for the ICT systems that it oversees.

• Support the development and management of existing and new ICT systems overseen by the Branch. This includes requirements gathering, user journey mapping, workflow design and coordination of system enhancements • Plan and conduct change management to support system rollouts, enhancements and onboarding of new divisions and agencies • Establish and maintain system process governance, including defining process ownership, standard operating procedures (SOPs), controls, approval flows and documentation standards to ensure consistency, compliance and auditability • Support day-to-day system operations by managing user queries and resolving issues to ensure continuous operations • Monitor system adoption, gather user feedback and drive continuous improvement of processes and user experience • Facilitate data-sharing arrangements and system interfaces with agencies by translating business needs into operational and technical requirements • Explore and implement new or existing digital technology to facilitate and aid the delivery of social support schemes and programmes to families

• Adaptable and open to taking on varied roles across system development, change management, governance and system operations • Strong understanding of operational processes, with the ability to translate policy intent into workable system and workflow solutions • Interest in change management and process governance, including stakeholder impact assessment, SOP development, controls, compliance, communications and user adoption. • Experience in stakeholder engagement, consensus building and managing diverse interests across agencies and functions. • Strong analytical, problem-solving and project management skills. • Resourceful, adaptable and comfortable working in a dynamic environment, able to work well both independently and as part of a team. • Good written and verbal communication skills. Functional Competencies • Service Tech Innovation and Application • Business Analysis • Change Management