Digital Product Delivery Manager

Infosys Compaz (iCompaz); Singapore; On-site; SGD 180,000 - 300,000; Full time

Job summary

Infosys Compaz (iCompaz) in Singapore is seeking an experienced Digital Product Leader to drive transition management, operations excellence and client relationship management for strategic digital products.

You will oversee a 20-30 member team in onsite/offshore mix, ensure ITIL-aligned service delivery, manage incidents and KPIs, and collaborate with EA, technical delivery teams and clients to deliver seamless transitions and ongoing optimization across accounts.

Qualifications

• 10+ years of hands-on Digital Product Management experience.
• 5+ years in a leadership or management role overseeing technical teams and/or operations.
• 3+ years managing project transitions, implementations and support.
• Proven expertise in full-stack development using Node.js, React.js and SQL.
• Experience with ITIL principles and ITSM systems (ServiceNow, Jira, Confluence, SharePoint, Teams).

Responsibilities

• Lead transition planning and execution for onboarding of new digital products, including scope, resources, timelines and risk mitigation.
• Coordinate with EA, delivery teams and clients as the primary liaison during transitions.
• Ensure knowledge transfer and comprehensive runbooks, system inventories, and support procedures.
• Provide Go-Live support and post-transition validation against SLAs.
• Oversee EUC operations, incident management, KPIs, cost efficiency and process improvements.
• Manage onsite and offshore teams, conduct performance reviews and coaching.
• Drive client engagement through quarterly reviews and proactive service updates.
• Design technical solutions aligned with client objectives and enterprise standards.

Skills

Digital product management

Leadership

People management

Transition management

Operations management

Stakeholder coordination

ITIL principles

ITSM

Team management

Vendor/Client engagement

Tools

Node.js

React.js

SQL

ServiceNow

Jira

Confluence

SharePoint

PowerPoint

Copilot AI tools

Github Copilot

Teams

Job description

• 10+ years of hands-on Digital Product management experience, including support, administration, and operations management
• 5+ years in a leadership or management role overseeing technical teams and/or operations
• 3+ years managing project transitions, implementations and support
• Proven expertise in the following technologies:
• Fullstack development using technology stack Node JS, React JS and SQL
• AI product development and implementation
• People management for a team size of 20-30 member team in onsite offshore mix
• Strong understanding of ITIL principles and best practices
• Experience with ticketing/ITSM systems (ServiceNow, Jira , Confluence, Sharepoint, Teams channel, Microsoft powerpoint, AI tools such as copilot, Github copilot etc.)

Project Transition Management

• Transition Planning & Execution: Lead the development of comprehensive transition plans for onboarding of new digital products, including scope definition, resource allocation, timeline development, and risk mitigation strategies
• Stakeholder Coordination: Serve as the primary point of contact between various parties like EA, technical delivery teams, and clients during project transitions etc.
• Knowledge Transfer: Establish and oversee knowledge transfer ensuring operations teams have complete understanding of client environments, configurations, and support requirements for the digital products.
• Documentation: Ensure all transition documentation is complete, accurate, and accessible to operations teams (runbooks, system inventory, support procedures, escalation paths)
• Go-Live Support: Provide oversight and hands-on support during project go-live phases, ensuring service continuity and rapid issue resolution
• Post-Transition Validation: Conduct comprehensive post-transition reviews to validate service delivery against agreed SLAs and identify optimization opportunities

Operations Management & Optimization

• Service Delivery Oversight: Manage day-to-day EUC operations across assigned client accounts, ensuring services meet or exceed defined SLAs
• Incident Management: Oversee incident management processes, prioritize critical issues, and drive resolution while maintaining audit trails and customer communications
• Performance Monitoring: Monitor key performance indicators (KPIs) including ticket response/resolution times, customer satisfaction scores, system uptime, and cost efficiency metrics
• Process Improvement: Identify operational bottlenecks and implement process improvements to enhance efficiency, reduce costs, and improve customer satisfaction
• Change Management: Implement structured change management procedures, ensuring all updates and configuration changes are documented, tested, and deployed with minimal disruption
• Team Management: Supervise and mentor Digital Ops and Agile POD staff at onsite and offshore
• Performance Management: Conduct regular performance reviews, establish development goals, and provide ongoing coaching to team members
• Training & Certification: Develop and implement training programs to keep technical staff current with industry best practices and new technologies
• Capacity Planning: Assess staffing requirements for each client account and manage resource allocation across multiple projects
• Recruitment Support: Participate in hiring decisions and onboarding of new team members

Client Relationship Management

• Executive Engagement: Participate in quarterly business reviews (QBRs) and executive status meetings with key client stakeholders
• SLA Management: Ensure compliance with all service level agreements and provide regular reporting on service metrics
• Issue Escalation: Handle escalated customer concerns and work toward timely resolution while maintaining professional relationships
• Client Communication: Provide proactive communication regarding service updates
• Customer Success: Drive continuous improvement initiatives based on client feedback and business requirements

Technical Leadership & Architecture

• Solution Design: Provide technical guidance on Digital product design, ensuring alignment with client business objectives and industry best practices
• Technology Evaluation: Evaluate emerging technologies and platforms, providing recommendations for client adoption
• Vendor Management: Manage relationships with vendors and third-party service providers
• Disaster Recovery & Business Continuity: Develop and test business continuity and disaster recovery plans for critical Digital apps

Reporting & Analysis

• Metrics & Reporting: Generate and analyze operational reports, dashboards, and analytics to track service health and performance trends
• Financial Management: Monitor operational budgets, manage costs, and identify opportunities for cost optimization without compromising service quality
• Forecasting: Provide capacity and resource forecasts to support business planning and growth initiatives
• Trend Analysis: Analyze support trends and proactively recommend improvements to reduce recurring issues