Job Description

[What the role is]

[LTA-TRO] SERVICE DESIGN SENIOR/ MANAGER, TECHNOLOGY, OPERATIONS POLICY & STRATEGY

[What you will be working on]

We are looking for an experienced Service Design Manager to optimise operational workflows and translate complex policies, processes and data models into effective enterprise system designs for Singapore’s land transport operations and enforcement functions. The role combines service design, data architecture, workflow optimisation, stakeholder engagement and agile delivery to build reliable, scalable and user-centric digital services for citizens, commuters, motorists, industry partners and operational teams across Singapore’s land transport ecosystem.

You will partner with Product Managers, Designers, Scrum Masters, engineering teams and operational stakeholders to understand user needs, map service journeys and translate complex policies, workflows, business rules and data flows into practical service blueprints. Working across enterprise platforms and digital delivery environments such as C++, Java, OutSystems, AWS and Microsoft Azure, you will ensure service designs are user-centric, operationally practical, technically feasible and aligned with agile delivery of reliable public-facing and enterprise digital services.

Key Responsibilities

• Map, analyse and optimise complex workflows across departments and agencies, including high-stakes operational logic, data dependencies and exception handling.
• Develop detailed service blueprints, data models and logic flows that balance system capabilities, security requirements and operational policy considerations.
• Translate service blueprints into robust, scalable and flexible system mechanisms for enterprise and public-facing users.
• Partner closely with Product Managers, System Engineers, policy owners and operational stakeholders to ensure proposed designs are technically feasible, operationally practical and aligned with business outcomes.
• Lead and guide business analysts and data engineers, while establishing clear methodologies to validate workflow design, business rules and conditional logic.

[What we are looking for]

We are looking for a technically strong, analytical and collaborative individual with the following experience and qualities:

• Knowledge preferably in Computer Engineering, Information Technology, Data Science or a related field.
• At least 10 years of experience in digital product design, service design or enterprise system development, preferably with experience leading complex enterprise software initiatives.
• Experience in Business Process Re-engineering, workflow optimisation and modernisation of legacy systems would be advantageous.
• Familiarity with Low-Code/No-Code platforms and government enterprise applications would be an advantage.
• Strong analytical and problem-solving skills, with the ability to navigate complex technical, operational and organisational issues.
• Clear written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
• A collaborative mindset, experience working in agile cross-functional teams, and a proactive, resourceful approach to ownership and delivery.

As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.