Role Overview
The Project Manager is the single point of contact for the client and is accountable for the end-to-end delivery of an application maintenance and support contract covering an enterprise Geographical Information System (GIS) platform. This role leads day-to-day service operations, owns the delivery schedule, manages SLA performance, and coordinates the full lifecycle of service requests (SRs), incidents, and change requests.
The Project Manager will maintain the Project Management Plan, chair internal and client governance forums, manage security audit and compliance activities, and ensure timely mobilisation, replacement, and handover of project personnel.
Key Responsibilities
Client Management & Communication
• Act as the single, named point of contact between the delivery team and the client's representative for all operational matters.
• Chair weekly client check-ins and monthly service review meetings; minute decisions and follow up on action items.
• Produce and submit a formal monthly progress report covering service level performance, milestones, problems and status, task progress, system availability, response time, batch job health, incident trends, and security and risk status.
• Manage all escalations from the client and ensure prompt, transparent communication during Severity 1 and Severity 2 incidents.
Service Level & Performance Management
• Monitor and govern contractual SLAs, including system availability (≥99.5% per calendar month), incident response and resolution times, and application performance targets (e.g. 60-second GIS map and data loading threshold for 90% of cases).
• Maintain an SLA dashboard; identify breach risks early and drive corrective actions with the technical team.
• Own the liquidated-damages exposure view; escalate breach risks to the Project Director proactively.
Service Request & Change Management
• Coordinate the full service request lifecycle from client initiation through assessment, proposal, approval, delivery, testing, and sign-off.
• Administer change control procedures — change impact assessment, approvals, deployment scheduling, and rollback plans.
• Maintain the configuration and change registers; ensure every change is traceable and properly documented.
Incident, Problem & Risk Management
• Coordinate incident response across the team; ensure adherence to the incident handling procedure and service-level response windows.
• Drive problem management and post-incident reviews for Severity 1 incidents; ensure preliminary and full post-incident reports are delivered within contracted timelines.
• Maintain the project risk register; facilitate periodic risk reviews with internal and client stakeholders.
Security, Audit & Compliance Coordination
• Coordinate security audits and penetration tests led by independent consultants; ensure evidence, access, and remediation plans are delivered on time.
• Track personnel security clearances, confidentiality undertakings, and access reviews.
• Maintain compliance with relevant Singapore government ICT security policies and the client's internal policies.
Team & Resource Management
• Plan and balance workload across the technical team; manage leave schedules and on-call rotations.
• Manage replacement of key personnel in line with approved procedures (including at least 3 weeks of handover shadowing and written replacement approvals).
• Onboard new staff, coordinate security vetting, and maintain personnel documentation and CV records.
Documentation, Reporting & Administration
• Maintain and update the Project Management Plan and all supporting governance artefacts.
• Oversee documentation quality across functional specs, design documents, user guides, administration guides, and software lists.
• Manage monthly invoicing, commercial tracking, and payment administration for the engagement.
Transition & Exit Management
• Lead interim and final transition-in plans during mobilisation; include shadowing and reverse-shadowing arrangements with any incumbent vendor.
• Plan and lead the exit plan in the final 6 months of the contract, including training and handover to any incoming vendor or client team.
Key Requirements
Experience
• Minimum 5 years of demonstrated experience as a project manager leading application maintenance or managed services engagements.
• Proven experience managing SLA-bound service delivery contracts with incident severity models (Severity 1/2/3) and structured service request processes.
• Hands-on experience preparing and presenting formal monthly progress reports and SLA dashboards to client stakeholders.
• Experience coordinating security audits, vulnerability assessments, or penetration tests conducted by independent consultants.
Skills & Competencies
• Strong command of service management practices (ITIL-aligned) — incident, problem, change, release, and configuration management.
• Excellent written and verbal English communication; ability to translate technical issues into clear business language for client leadership.
• Strong organisational and multi-tasking skills; able to manage simultaneous service requests, incidents, and governance tasks under tight timelines.
• Competent use of project and service management tooling (e.g. MS Project, Jira, ServiceNow, or equivalent helpdesk platforms).
• Sound risk management and negotiation skills; confident in managing difficult conversations with client stakeholders.
Qualifications
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Must be Singapore-based and eligible to work in Singapore.
• Able to obtain and maintain the relevant government security clearance for the engagement.
Nice-to-Have Qualifications
• PMP, PRINCE2 Practitioner, or equivalent project management certification.
• ITIL v4 Foundation (or higher) certification.
• Prior experience delivering services to Singapore government agencies or statutory boards.
• Working familiarity with Esri ArcGIS Enterprise / ArcGIS Pro platforms and geospatial delivery contexts.
• Exposure to Microsoft SQL Server-based environments and Windows Server operations.
• Experience working under Government Commercial Cloud (GCC) operating models.
• Awareness of the Personal Data Protection Act (PDPA) and the Data Protection Trustmark (DPTM) framework.
