Senior Manager (Digital Services), Corporate Services & Governance

Reporting to the Group Head of Organisational Health and Excellence (OHE) at Dsg, and working closely with EDB-ITD, your responsibilities include but are not limited to the following:

Business Transformation, SaaS & AI Initiatives and Digital Advisor

• Partner with business divisions to map current processes, identify pain points, define measurable outcomes and prioritise opportunities for simplification, digitalisation and automation.

• Implement and manage solutions that help business teams capture, track and follow up on leads and opportunities, with clear workflows and reporting to monitor progress and outcomes.

• Lead and support business process transformation initiatives, from requirements gathering and business case development to implementation, change management, adoption and benefits realisation.

• Oversee the planning, implementation and lifecycle management of content management system (CMS), web hosting and cloud application services, working with business owners and technology vendors to ensure secure deployment, ongoing maintenance, vulnerability remediation, service continuity and technology upgrades.

• Identify, assess and pilot AI-enabled productivity and workflow automation use cases, with suitable human oversight, information protection, governance and ongoing performance monitoring.

• Assess opportunities to consolidate overlapping SaaS subscriptions, improve interoperability, conduct SaaS risk assessment, and reduce fragmented processes, data silos and recurring costs.

• Advise on SaaS selection, solution architecture, integration standards - such as APIs/MCPs (Application Programming Interface/Model Context Protocol), Single Sign-On (SSO), user provisioning and deprovisioning, data flows, lifecycle support and vendor exit considerations.

• Provide technical and project advisory for digital online services (eg, HRMS/CRM/Procurement System), corporate websites and cloud application hosting, covering SaaS/PaaS/IaaS options, taking into account security, resilience, scalability, accessibility, maintainability and whole-of-life costs.

• Lead assigned CSG digital initiatives and provide technical and project advisory support for division-led initiatives, including requirements development, procurement, vendor evaluation, implementation and transition to operations.

• Support System Owners (SO) in defining business requirements, criticality assessment, service levels, access review responsibilities, continuity expectations and acceptance of operational risks; preserve the System Owner's accountability.

• Guide Project and Service Managers (PSM) on project governance, supplier performance, contract deliverables, service reporting, periodic account/log reviews, change control and issue escalation.

• Work with Data Owners and other stakeholders to ensure appropriate governance, risk management, service arrangements and accountability for digital solutions.

• Support business transformation leads in stakeholder engagement, change management, user adoption and post-implementation improvement.

• Define and report meaningful digital service and transformation measures, such as adoption, time saved, process quality, user satisfaction, service reliability and value delivered.

Cloud, Collaboration and Enterprise Technology Services

• Oversee enterprise messaging and collaboration services, including Microsoft Outlook, Sharepoint, OneDrive, Teams collaboration and telephony, account/service changes, number assignments, service support and vendor coordination.

• Coordinate corporate mobile SIM issuance, inventory, plan administration, usage review, billing and lifecycle management.

• Plan and coordinate staff laptop technology refreshes, replacement cycles, procurement, rollout communications, asset records and transition support with the end-user support provider.

• Manage domain name services, including domain registrations, renewals, DNS records, ownership verification, changes and coordination with web hosting and security service providers.

• Oversee enterprise backup solutions for applicable Dsg-managed services and data, including coverage, retention, access control, restore testing, service reporting and vendor assurance.

• Maintain oversight of service performance, licensing, contracts, documentation and continuity arrangements for assigned technology platforms, coordinating changes to minimise business disruption.

Vendor and Stakeholder Management

• Manage relationships with managed service providers, technology vendors, EDB-ITD, GovTech and internal stakeholders to deliver agreed outcomes.

• Monitor contractor performance, service levels, operational risks and corrective actions; and escalate material issues appropriately.

Procurement and Contract Management

• Develop business and technical requirements, specifications, evaluation criteria and procurement documentation for assigned Digital Services initiatives such as Managed WordPress Hosting Services.

• Support or manage sourcing, tender evaluation, award, implementation, contract administration, renewals, option exercises, invoicing and payments in accordance with applicable policies.

• Advise business divisions on technical due diligence, security, integration, data protection, supportability and whole-of-life costs when procuring digital solutions.

Planning, Governance and Performance

• Maintain appropriate project and service documentation, risk and issue registers, and provide timely updates to management on progress, performance and matters requiring attention.

• Lead Digital Services work planning and budgeting, including monitoring expenditure against approved budgets and identifying opportunities for cost optimisation.

• Support IT governance, risk management, audit and compliance activities, including maintaining appropriate controls, preparing audit responses, tracking audit findings and following through on corrective actions.

• Monitor service performance and identify opportunities for continuous improvement in Dsg's IT operations and digital capabilities.

To meet the challenges of this role, you should possess the following:

• A degree in information systems, computer science, information technology, business technology or a related field.

• 5 to 8 years of relevant experience in digital transformation, application delivery, business systems, SaaS services or IT project/service management.

• Experience working with business stakeholders to review processes, develop requirements and implement digital solutions that measure business outcomes.

• Working knowledge of generative AI and workflow automation, SaaS integration, APIs, identity integration, cloud hosting models and application lifecycle management.

• Ability to work with System Owners, PSMs, project teams and service providers to address technical requirements, operation risks and governance considerations.

• Experience with project planning, change management, procurement, contract administration, vendor management and service performance reporting.

• Strong analytical, communication and stakeholder engagement skills, with the ability to explain technical concepts to non-technical stakeholders and translate business needs into practical technology solutions.

• A proactive and collaborative approach, with the ability to work independently and take ownership of assigned responsibilities.

• Sound judgement and the ability to manage competing priorities effectively.

Candidates with the following experience or qualifications would have an added advantage:

• Experience implementing AI-assisted workflows, low-code automation, Microsoft 365/Power Platform or enterprise SaaS integration.

• Relevant professional certifications in project management, IT service management or cloud technologies such as ITIL, PMP, PRINCE2, Microsoft Azure, Amazon Web Service, Google Cloud or relevant cloud certifications.

• Experience with digital public services, cloud/web applications, data governance and public sector procurement.