SO Service Development

Overview of Role

This position falls within the MHA’s Civilian Generalist career pathway and is fundamental to the transformation of SCDF's service provision. The role focuses on leveraging technological advancements and innovative practices to respond to the evolving demands of the public, ensuring the delivery of high-quality services amidst competing operational priorities.

Primary Responsibilities

• Lead research and coordinate with a diverse set of internal and external stakeholders, including SCDF divisions, Hometeam Departments, HTX, GovTech, PSD, and other public and private entities to identify, assess, and promote technology adoption for enhanced service quality and accessibility.
• Promote and sustain a service-oriented mindset within the organisation, guaranteeing consistent quality service for both internal clients and the general public.
• Utilize data and trend analysis to discover improvement and innovation opportunities in service quality, accessibility, and sustainability, then formulate these insights into actionable organisational proposals.
• Translate service goals into concrete enhancements across varied service interaction points.
• Apply knowledge of technology-enabled service transformation, including emerging digital tools, data-driven solutions, and AI-powered self-service platforms relevant to public sector services.
• Analyze service feedback and performance data to detect gaps, risks, and innovation potential.
• Provide insights, reporting, and suggest system improvements based on service analysis.

Candidate Qualifications and Experience

• Possess a Bachelor's degree, ideally with an emphasis on service quality or data analytics.
• Preferably hold 2 to 3 years of experience related to service quality, stakeholder management, change management, data analytics, as well as project and resource coordination.

Required Skills and Attributes

• Excellent communication and interpersonal skills.
• Ability to work autonomously and perform effectively under pressure, handling challenges and deadlines competently.
• Capable of managing multiple projects and time efficiently.
• Strong research, analytical mind, and problem-solving skills.
• Proficient in collaborating across functions and influencing stakeholders.
• Meticulous attention to detail.