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.