Senior/ Manager, Service and Operations (PMO) Contract till 31 Mar 2028

You will be part of the Project Management Office (PMO) of the Service & Operations (SAS) department. In this role, you will focus on leading and supporting the new & redeveloped polyclinic and A&A projects, from conceptualization, planning, design, procurement to set-up, testing and commissioning, leading to the operationalisation of the facilities.  As a project manager, you will coordinate and liaise with internal and external stakeholders to ensure that set milestones/deliverables are achieved with the intended outcomes.

To ensure business continuity for clinic operations, you will act as the liaison between NUP user departments and Synpaxe/vendors/NUHS Cluster to identify, track and resolve technical or operational issues involving IT infrastructure, systems and applications used by clinic staff, including but not limited to Next Generation Electronic Medical Record (NGEMR), Electronic Queue Management System (QMS), New Billing System (NBS), and mobile applications such as Health Hub.  At the same time, you will drive enhancements (system performance, user interface, new features) to the clinic systems/applications to improve operational efficiency, staff productivity and patient experience. 

As a key member of PMO, you will manage the operations (including troubleshooting) & maintenance (involving interfaces with Synapxe-managed or 3rd party vendor systems) of the entity-managed systems/applications, along with deployments/upgrades to IT solutions to meet longer-term capacity and patient demands. 

Job Responsibilities

New Polyclinic Operational Readiness (PMO)

• Provide leadership and governance for facility development & delivery lifecycle of new and redeveloped polyclinics including A&A to ensure successful go live.
• Lead and coordinate end-to-end operational readiness activities with a key focus on FFE, IT and manpower, ensuring alignment between implementation strategy, patient care model and systems integration.
• Oversee facility transition activities, including service migration, operational ramp-up & commissioning, asset recovery and decommissioning in accordance with organisational requirements.

Clinic Operations & Business Continuity

• Provide leadership and oversight on operations-led systems and applications, including troubleshooting, daily operations & maintenance to ensure business continuity and high availability to patients.
• Partner business owners and stakeholders to prioritise investments, optimise resource utilisation, and drive digital adoption to improve patient accessibility to polyclinic services.
• Responsible for the identification and mitigation of operations/technology-related risks involving IT infrastructure, network, systems and applications at clinic level that may impact service delivery and patient care.

Requirements

• Degree in Information Systems, Engineering, Healthcare Management or related discipline.
• At least 8 years of relevant experience in healthcare informatics, operations, information technology, digital transformation or programme management with demonstrated experience leading cross-functional teams and initiatives.
• Proven experience leading the planning, implementation and operational readiness of large-scale facility developments/technology initiative/service transition programs and projects.
• Experience in managing complex stakeholder environment, including senior management, operational leaders, technology teams, vendors, consultants and external agencies.
• Good understanding of healthcare technology, hospital/polyclinic operational workflows, business continuity planning, incident & change management and service delivery models.
• Possess good writing, presentation and communication skills.
• Meticulous and able to work well in a team-based environment with a proactive mindset in problem-solving and solution implementation.