Deputy Manager, Ticketing System & Governance (Operations)

About the role

The Transit Ticketing System is an integrated fare collection and contactless smart card payment system covering Singapore's public transport, with frontend devices (MRT/LRT fare gates, bus fare readers, top-up machines and apps) and backend servers, networks and applications. As Deputy Manager, Ticketing System & Governance (Operations), you will act as a catalyst for effective system ownership, operations and governance, helping maintain, enhance and govern the ticketing system so that public service delivery remains people-centred.

Key responsibilities

• Lead transformation initiatives by developing business cases, reviewing requirements and overseeing enhancements that improve the ticketing experience for millions of commuters.
• Work with technology partners, operators, vendors and internal teams to turn commuter needs and market trends into solutions.
• Manage the enhancement request process, evaluating changes on commuter experience, operational feasibility and financial impact, and obtain necessary approvals.
• Sign off User Acceptance Testing (UAT) reviews, ensuring test plans and reporting are complete and defects and risks are addressed before deployment.
• Plan and execute deployments with technical teams and contractors, including cutover planning, rollback arrangements and post-deployment monitoring.
• Manage service provider contracts, audits, compliance actions and metrics, and advise management on decisions.
• Review SLA reports for frontend and backend systems, oversee incident management, root cause analysis and service recovery, and approve impact analyses and risk controls.
• Custodian of the Business Continuity Plan: maintain it, take part in tabletop exercises and support crisis management.
• Oversee asset management so contractors keep frontend and backend assets in line with contractual requirements.

Required profile

• Degree in Computer Science, Engineering, Information Technology, Business Analysis or a related field.
• At least 3 years of proven experience in requirement analysis, customer experience management and system operations.
• Strong stakeholder, situational awareness and vendor management skills.
• Analytical and problem-solving skills, and clear verbal and written communication with cross-functional teams and senior management.