Job Description

[What the role is]

We are looking for an individual with strong IT knowledge and experience to join the Mandai Operations Department (MAOD), which oversees the operations and maintenance of NEA's portfolio of memorial facilities. You will manage key operational systems that support cremation services at Mandai Complex, ensuring reliable, secure, and dignified service delivery to members of the public.

[What you will be working on]

You will be responsible for the following:

• Manage and monitor the performance of all operational systems supporting cremation services, including the Process Control Monitoring System (PCMS), Cremator Management System (CMS), Automated Guided Vehicle (AGV) fleet management, ServiceNow QR traceability, and self-collection lockers.
• Ensure system availability, reliability, security, data integrity, and compliance with NEA IT governance requirements.
• Work with operations users, IT Division, and vendors on requirements, enhancements, testing, User Acceptance Test (UAT), maintenance, and change deployments.
• Engage regularly with the operations team to understand their needs, translate these into technical specifications, and work with vendors to deliver system improvements and enhancements.
• Develop test plans, lead UAT, and manage the end-to-end change process to ensure smooth, well-communicated deployments.
• Oversee vendor performance, service contracts, service requests, access reviews, governance meetings, and service level compliance.
• Manage day-to-day vendor relationships and organise monthly governance meetings with vendors, operations users, and divisional senior management to review system performance, service requests, and user access rights
• Develop and maintain business continuity procedures for system failures, train new officers on systems, conduct periodic drills, and support the operations team during downtime.
• Support system integration, business continuity planning, and the Mandai North Crematorium expansion to strengthen operational readiness.

[What we are looking for]

The ideal candidate would possess the following qualities:

• Preferably 5 to 8 years of systems management or IT project management experience, including vendor and contract management.
• Experience in requirements gathering, system integration, testing, UAT, and IT governance.
• Organised, meticulous, proactive, and service-oriented, with strong communication and stakeholder management skills.
• Familiarity with government operations, public service delivery, and regulatory compliance is highly desirable.
• Safety-conscious, analytically rigorous and meticulous, with strong problem-solving and writing skills.
• Willing to work in an after-death care services environment.
• Able and willing to work beyond regular hours e.g. rostered weekends, festivals, and emergencies.