[LTA-PT] MANAGER/DEPUTY MANAGER, TICKETING SYSTEM & GOVERNANCE (OPERATIONS)

Job description

[What the role is] [LTA-PT] MANAGER/DEPUTY MANAGER, TICKETING SYSTEM & GOVERNANCE [What you will be working on] Become a catalyst for effective system ownership, operations and governance as a Ticketing System and Governance officer! Are you passionate about optimising public service delivery and making a difference? Join our team and take a lead role in maintaining, enhancing and governing the public transport ticketing system to strengthen people-centric service delivery and ensure a future-ready public transport network that connects communities and places. Responsibilities: Oversee and govern transit ticketing systems to ensure operational stability, reliability, and compliance with the governance framework and policies. Coordinate with cross-functional teams and service providers to review new requirements, deliver system enhancements and manage change initiatives to improve commuter experience. Manage contracts with transit ticketing system service providers by defining and reviewing requirement specifications and terms and conditions, and seeking management approval for contract renewals. Assess performance and metrics reports from service providers, and manage risk and mitigation plans impacting commuters, operations and finance in collaboration with relevant stakeholders. Coordinate with relevant stakeholders for incident response, review incident management reports, assess root cause analyses, report senior management and ensure timely implementation of corrective and preventive actions. Manage new initiatives and technology refresh projects, such as cloud migration, to transform the transit ticketing system in alignment with emerging technologies. Act as the primary interface between internal and external audit teams to ensure compliance with the governance framework and regulatory requirements, and work with service providers and cross-functional teams to ensure audit requirements are met and remediation actions are implemented. Drive continuous improvement of the transit ticketing governance framework by addressing gaps and ensuring its relevance in alignment with changes in the system environment, updates to stakeholder responsibilities, or shifts in management direction. [What we are looking for] Knowledge in Computer Science, Engineering, Information Technology or a related field is required. Candidates should have at least 4 years of proven experience in managing system operations and at least 2 years of experience in system governance and contract management. ITIL or service management related foundation certification is required. A strong understanding of ISO 9001 and ISO 27001 is expected. AWS Cloud Foundation certification would be an advantage. Strong stakeholder management, situational awareness and vendor management skills are essential. The ability to analyse complex problems and recommend practical solutions is required. Communicate effectively with cross-functional teams and senior management through clear verbal and written communication. As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.