Product Ops Specialist (MOM)

Benefits

Additional Information

GovTech is the lead agency driving Singapore's Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government's capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity. At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round. Play a part in Singapore's vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today! Learn more about GovTech at tech.gov.sg. [About the role] As a Product Operations Specialist deployed to the Ministry of Manpower (MOM), you will drive success by enabling the team to better serve end users and stakeholders of our products. You will work at the intersection of Product, Engineering, and Customer Success, supporting the Appointment@MOM booking system and the Special Pass issuance and printing systems through various operational activities. You will serve as the primary point of contact between vendors, the development team, and MOM stakeholders, ensuring that these systems remain reliable, compliant, and continuously improved. You may also play a key role in the modernisation or revamp of the Special Pass issuance and printing systems, contributing to efforts to improve and future-proof these critical services. [What you will be working on] System Maintenance & Operations You will oversee the health and performance of the Appointment@MOM and Special Pass systems, coordinating with technical teams and vendors to resolve incidents, manage system updates, and ensure minimal disruption to operations. You will establish and maintain monitoring routines, track system issues, and drive timely resolution of bugs and service requests. Drive Operational Excellence You will implement automated workflows to reduce manual processes and improve team efficiency. You will establish and track metrics that measure both product and operational performance, providing the team with clear visibility into system health and service quality. You will also design and maintain internal knowledge bases to ensure consistent and well-documented support practices across the team. Vendor, Procurement & Budget Management You will manage relationships with third-party vendors supporting the systems under your charge. This includes overseeing vendor deliverables, tracking service level agreements (SLAs), conducting performance reviews, and escalating issues where vendors fall short of expectations. You will also support procurement and contract renewal processes, ensuring that vendor engagements remain compliant with government procurement policies and deliver value for money. Alongside vendor management, you will be responsible for tracking and managing project and operational budgets. This includes monitoring expenditure against approved budgets, flagging variances, supporting budget planning and forecasting cycles, and ensuring that spending decisions are well-justified and aligned with project priorities. You will work closely with internal finance and procurement teams to ensure that all financial processes are followed correctly. Stakeholder & Project Management Acting as the bridge between MOM business owners, vendors, and the technical team, you will gather and document requirements, manage change requests, and ensure that enhancements are delivered on time and within scope. You will facilitate regular project meetings, maintain project trackers, and provide status updates to both internal and client stakeholders. Business Analysis You will analyse existing workflows and system processes to identify gaps, inefficiencies, or compliance risks. You will translate business needs into clear functional requirements and work closely with developers, designers, and vendors to ensure solutions are fit for purpose. You will also support user acceptance testing (UAT) and assist in the preparation of test cases and documentation. Fuel Product Innovation & Improvement You will transform user feedback into actionable product insights, ensuring that the voice of the end user is consistently represented in product discussions. You will analyse usage patterns to surface improvement opportunities and participate in product planning sessions to bring operational perspectives to the table. Your on-the-ground knowledge of how systems are used day-to-day will be a key input into the product roadmap. Enable Seamless Transitions You will plan and execute change management activities for product updates, ensuring that system changes are communicated clearly, rolled out smoothly, and well-received by end users and MOM stakeholders. This includes preparing user communica

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at GovTech? Share your experience