Senior / Product Manager, Service SG, PMOSG (PSD)

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!

You will be forward deployed to support ServiceSG a department within the PSD in the Prime Minister’s Office (PMO). Established as part of the Public Sector Transformation (PST) movement, ServiceSG works across the whole of government to transform public service delivery to serve citizens better.

Product Managers at ServiceSG will need to manage the Contact Centre stack of products that support Contact Centre operations. They will need to work with multiple agencies stakeholders that outsource their contact center needs to ServiceSG to achieve the desired business value and impact. They show exceptional clarity of thought, and this is reflected in their written and verbal communication skills. They lead through influence and use hard evidence, reputation and relationships to create stakeholder alignment.

ServiceSG drives a citizen-centric approach to service delivery by integrating public services across agencies, organising them around key life moments, and delivering them through an omni-channel network of physical centres, a central call centre and a digital platform, LifeSG.

It also strengthens service delivery capabilities within the Public Service, and continually works to raise overall service standards across the whole of government to improve citizens’ experience of government services.

You are expected to:

• Understand ServiceSG Contact centre business model and operational requirements
• Build and grow your understanding of the ops and agency landscape to improve efficiency and productivity for the contact centre using digital, data and AI
• Identify and implement digital capabilities to improve the delivery of Contact Centre operations
• Own the solutions from design to implementation to future enhancements.
• Collaborate closely with business owners and technical teams to build the optimal user experience.
• Validate hypotheses. Identify risks, mitigate them by testing them early.
• Define and track impact metrics. Keep stakeholders informed.
• You are ultimately responsible for driving product outcomes for the organisation

We are looking for:

• 4-10 years of experience in a Product Management role.
• Experience in leading discovery and navigating ambiguity, eventually delivering impactful products in their career in complex organisations, working with multiple stakeholders.
• Ability to influence and communicate effectively with both users and senior leadership.
• Strong product sense, especially around problem framing, MVP definition, and iterative development.
• Strong belief that things can always be simplified and make things easier for public officers and our citizens.

What we offer you:

GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe that diversity is the foundation to innovation.   

Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks. These include leave benefits to meet your work-life needs and employee wellness programs. 

We champion flexible work arrangements (subject to your job role) and trust that you will manage your own time to deliver your best, wherever you are, and whatever works best for you. 

Learn more about life inside GovTech at go.gov.sg/GovTechCareers.
Stay connected with us on social media at go.gov.sg/ConnectWithGovTech