Manager/Senior Manager (IT - Student Experience)
About NUS IT
NUS Information Technology is the cornerstone to providing reliable, high-performance and secure IT solutions and effective IT governance for the campus. Here at NUS IT, we aim to transform NUS into a borderless computing community providing knowledge at its fingertips by enhancing the use of effective applications and services for teaching and learning.
We drive a culture that is forward-looking. With a strong passion for IT, our people are always striving to improve, push boundaries and innovate with a "can-do" attitude. We embrace collaboration, open communication and knowledge sharing. If you see yourself thriving in a dynamic environment and breaking new grounds with innovative ideas, you will find yourself at home in NUS IT.
As part of our team, you can look forward to an empowered work environment that allows you to take charge of your own career path. We provide competitive remuneration as well as flexible work arrangements to enable your growth and development. We pride ourselves on our diverse workforce and are committed to transforming NUS into a leading global University shaping the future.
Job Description
The role is responsible for delivering high-impact digital products and platforms that enhance student experience. You will lead end-to-end delivery across projects and products, working closely with business stakeholders, engineering teams, and vendors. The role also requires leveraging emerging technologies such as AI, automation, and data analytics to drive innovation and operational efficiency.
Duties and Responsibilities
Product & Project Delivery
- Accountable for successful end-to-end delivery of digital products, platforms, and IT projects.
- Drive both project execution and product lifecycle management (from ideation to continuous improvement).
- Partner with business stakeholders to translate needs into scalable, user-centric solutions.
- Lead requirement analysis, solution design, testing, deployment, and post-launch optimisation.
- Ensure alignment with enterprise architecture, security, and governance standards.
- Champion Agile / hybrid delivery methodologies and modern DevOps practices.
AI Solution Delivery
- Identify opportunities where AI can improve processes, enhance user experience, or unlock new capabilities across Faculty and Research domains.
- Translate business needs into clearly defined AI use cases, shaping functional requirements, solution approaches, and measurable success criteria.
- Apply practical understanding of AI approaches - including generative AI, predictive analytics, and workflow automation - to support solution design and implementation.
- Lead end-to-end delivery of AI solutions, from discovery and prototyping through implementation, rollout, adoption, and continuous improvement.
- Drive the design and implementation of agentic workflows and AI-powered automations using orchestration platforms such as n8n, integrating them with enterprise systems, data sources, and business processes where appropriate.
Stakeholder & Vendor Management
- Build strong partnerships with business users, ensuring alignment on priorities and outcomes.
- Manage vendors across procurement, delivery, and performance.
- Lead tendering processes, solution evaluation, and contract management.
- Communicate effectively with senior stakeholders, translating technical concepts into business value.
Operations, Support & Continuous Improvement
- Oversee application maintenance and support to ensure SLA compliance and service reliability.
- Drive continuous improvement through data-driven insights, user feedback, and performance metrics.
- Manage incident resolution, service requests, and system enhancements.
- Ensure systems meet audit, security, and compliance requirements.
Team Leadership
- Lead and mentor cross-functional teams (internal staff, vendors, and partners).
- Foster a culture of collaboration, innovation, and continuous learning.
- Optimise resource allocation while maintaining strong team morale and performance.
Qualifications
- Degree in Information Technology, Computer Science, Computer Engineering or equivalent.
- At least 10 years within IT industry, inclusive of 3+ years in a technical role, and 7+ years’ experience in project/product management.
- Proven track record in delivering complex digital systems or platforms.
- Strong understanding of: Modern architectures (cloud-native, microservices, APIs), Software development lifecycle (SDLC), Agile, and DevOps practices, Data platforms and integration patterns
- AI Fluency: Hands-on experience delivering AI or data-driven initiatives in a complex, multi-stakeholder environment. Practical understanding of modern AI concepts - including generative AI, agentic AI, and predictive/machine learning approaches. Relevant AI certifications, hands-on experience with AI platforms/orchestration tools, or demonstrated continuous learning in the AI domain will be an advantage.
- Familiarity with UX/UI principles and user-centric design.
- Strong analytical and problem-solving skills with a business-first mindset.
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders.
- Self-driven, adaptable, and able to operate in a fast-evolving technology landscape.
- Strong stakeholder management and influencing skills.
- Certification in PMP, CITPM, Scrum or equivalent certifications.
- Experience in Higher Education or public sector digital transformation.
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