Senior Manager, Service Delivery (Product Management & Ops Support)
# Senior Manager, Service Delivery (Product Management & Ops Support) **Pacific International Lines** · Singapore · `On-site` 🕒 **Статус:** *Опубликовано: 7 дней назад* · *Источник: Indeed* --- ### About the Role Singapore 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.
Наблюдалась 2026-10-20, впервые 2026-10-13, источник — Indeed.