Senior Service Delivery Lead - Product & Agile Ops

Pacific International Lines Pte Ltd

Singapore

On-site

SGD 180,000 - 260,000

Full time

14 days+

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Job summary

Pacific International Lines Pte Ltd in Singapore seeks a Senior Manager, Service Delivery (Product Management & Ops Support) to lead a跨部門 portfolio of IT products and services. You will own the SD product roadmap, set backlog standards, and coordinate across divisions and vendors.

You will chair Scrum of Scrums, manage incidents, and drive continuous process improvements in an enterprise setting. The role requires 10+ years in IT service delivery/product management, PMI-ACP/CSPO/PSPO and ITIL v4

Qualifications

Tertiary education in information technology or computer science.
PMI-ACP, CSPO/PSPO and ITIL v4 certifications required.
10+ years in IT application support, service delivery or product management in enterprise environments.

Responsibilities

Lead, coach and hold accountable for all Product Owners Leads and Sub-Leads across divisions.
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.
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.
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 to actively monitor and manage performance.
Evolve and refine Agile practices such as sprint demos, backlog grooming, and cross-skilling.