Senior Manager, Service Delivery (Product Management & Ops Support)

Job Responsibilities

Product Owner Leadership & Portfolio Ownership

- Lead, coach and hold accountable for all Product Owners Leads and Sub-Leads across divisions – Commercials, EMD & OPPC-Logistics, Trade & OPPC-Ops, Fleet, Finance, HR & Corp Comms and PIL Logistics and systems integration project works.

- Own the consolidated SD product portfolio and roadmap; ensure every system/module has a single, named owner with clear accountability in ISD.

- Set common PO standards for backlog intake, prioritization/grooming, story readiness (CDD/acceptance criteria), UAT and business sign-off.

- Govern demand: enforce alignment of bug fixes and timely handling regulatory Change Requests.

- Decide allocation of capacity between support and development based on product stability and business priority.

Operations Support (L1/L2) & Service Stability

- Own end-to-end operational support across the portfolio – incident, problem, change request and user-onboarding management as part of IT Service Delivery head.

- Drive Ops Excellence: system stability, fast response/resolution, and structured escalation for critical and major incidents.

- Own recurring incidents: convert them into problem records and bug fixes with RCA, permanent corrective action and preventive controls.

- Act as final SD escalation point for P1/major incidents; lead post-incident reviews and ensure follow-up actions enter the backlog.

- Govern vendor and SI support performance against contracted SLAs and SOWs; drive transition of applications to in-house support where feasible.

Scrum of Scrums Master (Agile Delivery)

- Chair the Scrum of Scrums across all product agile teams to synchronize sprint goals, surface cross-team dependencies, and remove impediments.

- Align sprint cadence, Definition of Ready/Done and release calendars across teams; coordinate shared releases, integrations and environment usage with DevOps.

- Monitor the sprint activities of various agile teams, ensure the right cadence is observed and remove the various impediments of the teams to achieve their respective deliveries.

- Identify capacity risks early and develop mitigation plans before anticipated demand spikes.

- Conduct sprint lookbacks and publish consolidated sprint metrics (e.g. velocity, burndown, throughput, cycle/lead time, reopen rate, unplanned work %) to actively monitor and manage performance.

- Evolve and refine the various Agile practices such as ensuring sprint demos to business stakeholders, grooming backlogs, reducing pre-UAT QA failures, ensure cross-skilling and continuous process improvement.

SLA Governance, ITSM Process & Compliance

- Own SLA governance for response, resolution and reopen timelines; enforce corrective actions on breaches.

- Enforce and improve current standardized ITSM processes (Incident, Problem, Change, Release) and alignment with CAB.

- Ensure audit readiness – SOPs, RCA reports, runbooks, access and change evidence – in line with ISO, cyber and internal/external audit requirements.

Business Partnership & Stakeholder Management

- Serve as senior IT Business account manager and point-of-contact business heads and Business Process Owners; align service delivery priorities with business goals.

- Conduct periodic service reviews and steering updates; communicate risks, trade-offs and decisions clearly to senior stakeholders.

- Partner with various Project managers and in-country teams on critical projects and rollouts, ensuring smooth handover from project to BAU support.

Job Requirements

- Tertiary education in information technology, Computer Science, or other related fields.

- Professional Certification in PMI-ACP, CSPO/PSPO and ITIL v4.

- Skillsets of leveraging AI in product development pipelines would be a plus.

- Minimum 10 years in IT application support, service delivery or product management within enterprise environments.

- 5+ years leading multiple teams or Product Owner/Service Delivery Leads, including offshore/vendor teams.

- Proven experience scaling Agile across multiple teams (Scrum of Scrums, SAFe or equivalent).

- Experience in Container Shipping, Logistics or related business domain is strongly preferred.