Asst Director / Sr Asst Director (Customer Success)

[What the role is]

In today’s fast-paced digital landscape, end-user support is the unsung hero of the modern workforce. These tech and support experts keep the gears of productivity turning – troubleshooting issues, answering questions, and providing guidance to ensure users have the resources they need to succeed. But the role of end-user support is more than just technical expertise – it’s a strategic approach to empowering users and keeping the agency running smoothly, whether you’re a leader looking to support your employees using internal tools or a support team hoping to empower your customers, having a team of dedicated professionals, a reliable roster of advanced support tools, and providing self-service support can make all the difference.

As the Information Technology Division moves to the next chapter in the Transformation and Digitalisation of the Heritage sector, you will be part of a dynamic team entrusted with a critical role to lead the digital transformation to successfully help our staff, managers and stakeholders transit successfully in the use of smart robotics, adoption of new relevant Whole-of-Government digital tools and significantly improve the agency’s overall Government 2 Employee Satisfaction (G2E) levels.

If you have the passion and are geared up to the challenge, we want to hear from you!

[What you will be working on]

• Lead the planning, deployment, and management of change for new Smart Robotics capabilities and related Whole of Government new digital products such as co-pilot, Generative Artificial Intelligence (Gen AI) etc, ensuring a successful transition and implementation that benefits the agency's staff, managers, and senior stakeholders.
• Oversee the end-to-end project management of change, ensuring successful implementation, drawing on best practices and standards in technology deployment to meet the needs of end users and stakeholders.
• Spearhead and manage internal & external stakeholder engagements with GovTech to accomplish each project's objectives within the 18-month contract term, including coordinating with appointed external vendors and technology partners.
• Centrally establish, consolidate and manage each individual project timeline, budget, and resources, ensuring adherence to best practices and standards in technology deployment, while also addressing the needs and requirements of end users and stakeholders.
• Act as the primary point of contact for stakeholders, providing regular updates on each project’s progress, addressing concerns, and managing expectations throughout the implementation period.
• Collaborate with internal teams and external partners to ensure the successful integration and smooth adoption on the collective use smart robotics, new digital products, and related end user support services, aligning with the agency's strategic objectives and user requirements.
• Establish, secure buy-in and successfully execute a comprehensive consolidated management of change and transition plan within the agency, coupled with an effective staff communication, user workshops and stakeholder engagements to make the programme a success while ensuring significant improvement to NHB’s overall future G2E results within the next 12 months.
  
  
  

[What we are looking for]

• Preferably minimum 8-10 years of relevant experience in programme management, with a strong background in deploying innovative technology solutions, preferably within the context of end user support services and digital product implementation.
• Proven track record of successfully managing complex technology projects, including the implementation of new digital products and support services, with a keen understanding of the challenges and solutions encountered during the transition and implementation phases.
• Extensive knowledge and practical experience in technology deployment, ensuring the successful adoption and satisfaction of end users and stakeholders, while also addressing the strategic objectives of the agency.
• Strong project management skills, including the ability to manage cross-functional teams, external vendors, and technology partners to achieve project objectives within a defined timeline and budget, while also ensuring the successful adoption and satisfaction of end users and stakeholders.
• Excellent communication and stakeholder management skills, with the ability to effectively engage with internal teams, external partners, and end users to ensure the successful integration and adoption of new digital products and support services.
  
  
  

This is a 2 year contract position. All applicants will be notified on whether they are shortlisted or not within 4 weeks of the closing date of this job posting.