Public Service Division (Singapore) Hiring! Full Time Manager - Assistant Manager (Contact Centre Operations - Planning), ServiceSG in - Ricebowl

What The Role Is

In an era of rapid change, ServiceSG is at the forefront of transforming public service delivery — organising services around a citizen-centric journey via a digital concierge (LifeSG), a physical concierge (Service Centres) and its contact centre serves as an outsourced shared service for onboarded agencies, and acts as the central call centre during national crises.

ServiceSG contact centre also leads the WOG Resilience Community, an inter-agency crisis contact-centre network that brings together government contact centres to strengthen crisis preparedness and surge response capabilities. During national emergencies, the Community operates as a coordinated network, supported by shared manpower, technology and operating models, to ensure citizens continue to receive timely, consistent and reliable assistance.

Working together with the Assistant Director, the Manager / Assistant Manager will be responsible for the execution of the concept of operations for the WOG Resilience Community, by operationalising ServiceSG’s Core Central Contact Centre Tech Stack (C4TS) across the satellite contact centres, driving AI adoption and automation, running systems-integration and interoperability checks, and maintaining the crisis operations playbooks and business-continuity plan.

What You Will Be Working On

Reporting to the Assistant Director, these will be your areas of responsibilities:

Operating and Optimising the Core Central Contact Centre Tech Stack (C4TS)

• You will operationalise and manage the C4TS stack — encompassing Amazon Connect telephony and Salesforce/Service Connect CRM systems — across the satellite contact centres of the Resilience Community.
• You will work with the IT team and IT vendors to manage system configuration, access provisioning, and a common knowledge base that serves as the single source of truth for consistent citizen-facing answers across agencies, ensuring stable and reliable operations at all times.
  
  

Driving AI Adoption and Automation

• You will lead the charge on AI and automation in the contact centre space — piloting AI-agent solutions for the national crisis hotline and with Crisis Management Group (CMG) Lead Ministries such as MOH.
• You will run structured technology trials encompassing fit-gap analysis, piloting, and scale-up decisions, translating emerging technologies into tangible capacity and productivity gains that enhance the government's ability to serve citizens at scale during a crisis.
  
  

Ensuring Systems Integration and Interoperability

• You will lead annual systems-integration and interoperability checks across the satellite contact centres, coordinating trunk lines with GovTech and agencies to ensure seamless end-to-end case visibility.
• You will work to ensure that shared data and case tracking are robust enough that no citizen case is dropped or delayed.
  
  

Maintaining Crisis Playbooks and Business Continuity

• You will own and continuously refine the crisis operating playbooks, activation SOPs, and ServiceSG's business-continuity plan, ensuring they remain tested, current, and actionable.
• You will run the technology-readiness components of the annual exercise, stress-testing systems and processes against real-world crisis scenarios and closing gaps identified along the way.
  
  

Managing Technology Vendors and Delivery Partners

• You will manage relationships with technology vendors and coordinate deliverables and timelines with GovTech and the internal IT team, ensuring on-time and on-specification delivery of technology solutions.
• You will navigate complex multi-party delivery environments with clarity and accountability, keeping all partners aligned to the team’s operational and crisis-readiness objectives.
  
  

Supporting Satellite Centre Operations and Stakeholder Alignment

• You will work closely with CMG Crisis Lead Ministries to develop IVR options and knowledge management frameworks for onboarded services, and support Resilience Community members in satellite-centre systems operations.
• You will align technology solutions to operational workflows in partnership with ServiceSG's contact centre operations team, ensuring that the technology always serves the people using it.
  
  

What We Are Looking For

We are looking for motivated individuals who can work independently in a fast-paced, start-up environment. You should possess the ability to adapt to circumstances, be action-focused, results oriented and comfortable with taking risks, trying out new ideas and work on them to deliver desired outcomes.

[Work Experience & Competencies]

An ideal candidate should possess the following:

• [Improving and Innovating Continuously] You constantly experiment with ideas to improve work processes and service delivery — whether through AI pilots, automation trials, or smarter system configurations — while carefully managing risks and the potential impact of change. You consider the perspectives of different stakeholders, including agency partners and Resilience Community members, in your efforts to streamline contact centre operations and scale winning solutions.
• [Thinking Clearly and Making Sound Judgement] You collect and analyse different sources of information — from systems performance data to stakeholder feedback — to assess complex operational and technology challenges, and you evaluate possible solutions to propose the most appropriate course of action. Whether deciding on system configuration approaches or recommending whether to scale a technology pilot, you bring rigour, clarity, and sound judgement to your decisions.
• [Working as One Public Service] You understand how your work contributes to whole-of-government outcomes, and you actively contribute and share information and knowledge within and across agencies to keep the Resilience Community's technology ecosystem cohesive and interoperable. You build and maintain a strong network of contacts across GovTech, PSD IT, CMG Lead Ministries, technology vendors and agencies in the Resilience Community to ensure seamless coordination in both peacetime and crisis.
• [Service Tech Innovation and Application] You leverage technologies — including cloud telephony, CRM platforms, AI agents, and automation tools — to deliver and continuously improve contact centre operations, driving efficiency and enhancing the citizen experience. You bring hands-on familiarity with platforms such as Amazon Connect and Salesforce, and you are comfortable navigating government security and data-privacy requirements in your technology decisions.
• [Contract Management] You manage technology vendors’ and partners’ deliverables throughout the engagement lifecycle, ensuring satisfactory performance, managing risks, and keeping delivery on time and on specification. You are skilled at holding vendors accountable while maintaining constructive working relationships that support long-term operational outcomes.
• [Stakeholder Management] You work with relevant stakeholders at different levels — from agency technology counterparts to senior management — to build alignment on technology priorities, manage expectations, and drive integration and interoperability across the Resilience Community's satellite centres. You are adept at navigating complex multi-agency environments and influencing without authority to advance a shared whole-of-government mission.
  
  

You will thrive in this role if you:

• Have strong hands-on knowledge of contact centre technologies, including CRM, IVR, and telephony systems, and are comfortable working with cloud platforms such as Amazon Connect and Salesforce.
• Are excited by the potential of AI and automation in customer service, and have experience translating technology pilots into operational realities.
• Bring solid systems integration and project management skills, with the ability to coordinate complex, multi-party technology workstreams with precision.
• Are an analytical and structured problem-solver who can make sound judgements in ambiguous, fast-moving situations.
• Are familiar with government security and data-privacy requirements, and understand how to apply them pragmatically in a technology delivery context.
• Thrive in a start-up-like environment where you are building systems and processes from scratch, and are energised by the opportunity to shape something that will matter when Singapore needs it most.
  
  

Applicants will typically be notified on whether they are shortlisted or not within 4 weeks of the closing date of the job posting.

Successful candidates will be offered a 2-year contract in the first instance.