Service Management Manager / Assistant Manager

Role Overview

Within the Service Coordination and Management Division, this role involves collaboration with Social Service Agencies (SSAs) and Government bodies to supervise various disability programmes and services. The goal is to ensure that these services continuously address the requirements of persons with disabilities and their caregivers effectively.

Key Responsibilities

• Manage and support government-funded residential and center-based disability services to ensure compliance with service standards and smooth operational delivery.
• Oversee implementation of MSF-funded disability services, including Adult and Children Disability Homes, Day Activities Centres, and Sheltered Workshops.
• Ensure disability programmes align with policy goals, meet key performance indicators (KPIs), and adhere to service standard requirements (SSR) to provide high-quality support.
• Handle incident management under the MSF Incident Management Framework and SG Enable’s Enterprise Risk Management protocols.
• Collaborate with internal and external stakeholders to identify operational challenges and optimize service operations and delivery models.
• Develop and update Standard Operating Procedures (SOPs) and guidelines to maintain operational quality.
• Coordinate annual audits and compliance assessments for the disability programmes.
• Evaluate programme performance and determine ongoing funding suitability based on achievement of KPIs and standards.
• Work alongside service providers on implementing improvement strategies and managing exit procedures where standards are unmet.
• Conduct site feasibility assessments considering operational, accessibility, and safety aspects, supporting recommendations for site approvals or selections.
• Prepare reports and presentations for internal management and external stakeholder briefings.
• Run the full cycle of procurement and tender processes including preparation, publication, evaluation, clarification, and award recommendations in compliance with set criteria.
• Engage interested service providers and stakeholders throughout tender and selection processes.
• Facilitate necessary approval workflows, draft contracts, and oversee agreement completion and amendments ensuring full compliance.
• Provide secretarial support and participate in inter-agency working groups or initiatives.
• Mentor junior team members to enhance team capabilities.
• Perform other duties as assigned to support organizational priorities.

Qualifications and Skills

• A bachelor's degree in any discipline coupled with at least two years of relevant experience; prior social service sector or account servicing experience is advantageous.
• Proficiency with MS Office suite, especially Word and Excel.
• Excellent verbal and written communication abilities, with strong interpersonal skills to build relationships across all organizational levels confidently.
• Strong analytical thinking and problem-solving capabilities, focused on delivering outcomes and adapting approaches to meet deadlines and client expectations.
• Ability to manage multiple concurrent projects effectively using solid project management skills, thriving in high-pressure environments.
• Highly organized, attentive to detail, and adept at balancing competing deadlines.
• A collaborative team player who willingly shares knowledge, takes initiative to assist colleagues, and adapts to changes and new operational workflows.

Additional Information

Candidates are invited to submit their resumes, detailing current and expected salary packages along with reasons for leaving current employment if applicable. Only shortlisted applicants will be contacted.