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

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.

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