Manager - Service Management (NEHR)

Position Overview

The National Electronic Health Record (NEHR) is a key enabler for Singapore’s strategic vision of "One Patient, One Health Record". It receives patients’ key health information from different healthcare settings and consolidates into a holistic picture of patients’ healthcare history, enabling greater coordination and informed decision-making, and support for more accurate diagnosis, improved treatment, and patient-centric integrated care.

Role & Responsibilities

Change and Service Request Management 

• Responsible for overseeing the coordination of end-to-end change activities.
• Work with vendors and internal team on all change and service requests, assessing their risk and impact and cost.
• Ensure all requests for change (CR) and service requests (SR) are properly classified, recorded, authorized, implemented, and closed.
• Chair or attend weekly change and request management meetings including CABs
• Investigate, collect data, and report on failed SR and CR
• Provide guidance and support on Change and Service Request Management activities according to contractual obligations
• Act as an escalation point for change and requests management related issues

Incident and Problem Management

• Manage investigation and resolution of major incidents and problems. These include running conference calls, tracking progress and timeline, providing constant updates to all stakeholder, working with vendors and internal team on the root cause analysis
• Manage service improvement plan for major incidents and problems.
• Monitor and ensure all minor incidents are tracked and processed effectively
• Conduct Post Incident Review

Process Management

• Implement, review, maintain related ITSM process and procedures.
• Improve and optimize existing operations processes

Disaster Recovery Plan / Business Continuity Plan

• Manage and maintain IT recovery plan with internal team and stakeholders 
• Create and conduct IT DR awareness and training programmes
• Conduct ITDR exercises and tests to ensure systems and applications meet business and resiliency requirements
• Integrate business continuity with DR initiatives
   

Requirements

• Degree in IT or equivalent
• At least 5 years of relevant hands-on experience in in maintaining IT systems using IT Service Management Methodology.
• Be able to demonstrate strong ITIL based process management experience.
• Familiarity with ITIL and its change management framework and processes are highly desirable.
• Proficiency in IT systems and infrastructure, including knowledge of operating systems, networks, databases, and applications.
• Strong critical skills such as collaboration, oral, written, and verbal communication skills, and analytical capability.
• Strong interpersonal skills to build relationships, facilitate collaboration and influence stakeholders across different teams.
• Willingness to adapt to changing priorities, shifting deadlines, and evolving organizational needs.
• Strong planning and time management skills.
• People, result, and customer oriented with multi-tasking capabilities.
• Able to work under pressure.
• Must be able to work independently, as well as in a team environment and be a good team player.
• Candidate with Healthcare domain knowledge would be an advantage.
   

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