Deputy Director, Digital Services

Statement of Purpose

The Head of Digital Services leads the strategic planning, governance, development and optimisation of Population Health digital platforms, products and AI-enabled services across NHG. The role drives digital transformation initiatives that improve resident engagement, operational efficiency, health outcomes and population health management capabilities.

The incumbent serves as the key bridge between business, clinical, operational and technology stakeholders, ensuring that digital investments are aligned to organisational priorities, national healthcare transformation strategies and enterprise architecture principles. The role is responsible for the end-to-end digital portfolio, including digital product strategy, governance, funding, stakeholder engagement, vendor management, cybersecurity compliance, data governance and AI adoption.

Key Responsibilities

1. Digital Strategy & Transformation Leadership

• Define and execute the Population Health digital strategy, roadmap and investment priorities.
• Lead digital transformation initiatives supporting Population Health, Community Care and Primary Care objectives.
• Drive enterprise adoption of digital products, AI capabilities and automation solutions.
• Ensure alignment with national initiatives, healthcare cluster priorities and NHG's long-term digital strategy.

2. Product & Portfolio Management

• Own and govern the Digital Services portfolio, including prioritisation, funding and benefits realisation.
• Oversee the lifecycle of digital products from discovery through implementation and optimisation.
• Ensure solutions meet business requirements, user needs and measurable operational outcomes.
• Establish product governance frameworks, KPIs and performance monitoring mechanisms.

3. AI & Innovation Leadership

• Lead AI strategy and governance across Population Health digital services.
• Identify and scale high-value AI use cases in resident engagement, contact centres, knowledge management and operational workflows.
• Drive adoption of Generative AI, chatbots, voicebots, CRM intelligence and digital assistants.
• Establish responsible AI governance frameworks and ensure compliance with organisational requirements.

4. Digital Platform Governance

Provide leadership and governance for major platforms including:

• Population Health CRM / OneCRM
• NHG HealthBot and VoiceBot
• WhatsApp Business and Digital Engagement Services
• Partners Portal
• HealthHub+ and Patient Empowerment initiatives
• Population Health analytics and resident engagement platforms
• Ensure platform scalability, security, data integrity and interoperability across systems.

5. Stakeholder & Partnership Management

• Partner senior leaders across NHG, MOH, Synapxe, GovTech and external agencies.
• Represent NHG in national workgroups, steering committees and cross-cluster initiatives.
• Build strategic relationships with vendors, implementation partners and technology providers.
• Facilitate alignment between business needs and technology capabilities.

6. Governance, Risk & Compliance

• Ensure compliance with IT governance, cybersecurity, data protection and audit requirements.
• Lead demand management, budgeting and approval processes.
• Oversee business continuity, risk management and system governance activities.
• Establish governance processes for digital and AI initiatives.

7. Financial & Resource Management

• Manage annual operating and project budgets.
• Develop business cases and funding proposals.
• Ensure effective allocation of digital resources and vendor management.
• Deliver measurable value and ROI from digital investments.

8. People Leadership

• Lead and develop a multidisciplinary team of managers, product owners and digital specialists.
• Build organisational capabilities in digital transformation, AI, product management and innovation.
• Drive succession planning, talent development and knowledge sharing.
• Foster a culture of innovation, accountability and continuous improvement.

Key Deliverables

• Population Health Digital Strategy and Roadmap
• AI and Automation Strategy
• Portfolio Governance Framework
• Digital Product Pipeline and Benefits Realisation
• Annual Budget and Funding Plans
• Enterprise Stakeholder Engagement Plans
• National Workgroup Representation
• Talent Development and Succession Plans

Qualifications & Experience

• Degree in Information Systems, Computer Science, Engineering, Healthcare Informatics, Business or related discipline.
• Postgraduate qualification preferred but not a must.
• At least 10 - 15 years in digital transformation, healthcare technology, product management or enterprise programme leadership.
• Demonstrated leadership of large-scale digital platforms and complex stakeholder ecosystems.
• Experience with CRM, resident engagement platforms, AI technologies and healthcare systems preferred.
• Proven experience in delivering enterprise-scale digital programmes, managing multimillion-dollar programmes, governance processes and cross-functional teams.

Critical Competencies

Leadership

• Strategic Thinking
• Enterprise Influence
• Change Leadership
• Stakeholder Management

Digital & Technical

• Product Management
• AI & Generative AI
• Digital Transformation
• Enterprise Architecture Awareness
• Data & Analytics
• Cybersecurity & Governance

Business

• Benefits Realisation
• Financial Management
• Vendor Management
• Healthcare Domain Knowledge

Good to Have

• Agile, Scrum, SAFe, PMP, PRINCE2, or equivalent project delivery certifications.
• Digital Product Management certifications.
• AWS AI Foundation / AI Practitioner certifications.
• AWS Cloud Practitioner or Solutions Architect certifications.
• Microsoft Azure certifications, including Azure Fundamentals, Azure AI, or Azure Solutions Architect.
• Enterprise Architecture certifications such as TOGAF.
• Healthcare Informatics or Digital Health certifications.
• Experience leading AI, cloud, CRM, citizen development, automation, or digital engagement platforms within large healthcare or public sector organisations.