IT Delivery Manager (Product Delivery)

Scope:

1. Product Operations & Support
   • Analyze and categorize user requests, inquiries, and user-related support tickets, including billing ops and billing adjustment.
   • Housekeep existing product tasks and operational escalation tickets in Jira boards and email.
   • Manage day-to-day user inquiries, feedback, and support tickets across agencies, TechOps, and cross-functional teams such as WoG ICT Infra (Nuclues), SEED/TechPass, BizOps/CSTACK, etc.
   • Assist in refining and updating technical documentation for GCC Hosting Models, working across engineering and operations teams to consolidate feedback and integration points across Cloudscape, GCSOC, SHIP-HATS, TechPass/SEED, APEX, CSTACK, etc. Also may have to work with various CSPs on aligning their features with GCC Hosting Models.
2. User Engagement & Testing Support
   • Assist in user testing and coordinate user sessions with selected internal and external users to gather feedback on product usability and improvement.
   • Gather user feedback and submit user request and feedback improvements for prioritization.
   • Collate monthly product numbers across Cloud Service Providers (CSPs) for product scorecard reporting.
3. Backlog Grooming & Feature Support
   • Support PdM with the affected feature request intake, prioritization, and backlog management to ensure alignment with product strategy.
   • Assist PdM in product-related task coordination across developers, operations, UI/UX, and QE teams throughout the product lifecycle.
4. Content & UI/UX Support
   • Facilitate and support creating and maintaining simple user manuals, guides, and product-related content.
   • Preferably stay updated with the latest web technologies and UI/UX trends to propose UI/UX improvements.
5. Cloud Network & Technical Knowledge
   • Develop skills in user validation testing and technical writing for user documentation and manuals.

Requirement:

• Minimum Diploma / Bachelor Degree in Information Technology, Computer Science, Engineering, or a related field.
• Experienced as a Product Delivery Manager or equivalent
• Additional certifications in cloud computing (e.g., AWS, Azure, GCP), project management, or IT service management (e.g., ITIL) will be an advantage.
• Basic knowledge of cloud computing concepts and network routing. (AWS, Azure, GCP) / (WAN/LAN, Routers, Firewalls)
• Experience with Jira, Confluence, or similar project and ticket management tools.
• Strong organizational and documentation skills.
• Ability to communicate effectively with technical and non-technical stakeholders.
• Familiarity with government cloud platforms (e.g., GCC, SEED, TechPass, APEX) is preferred.
• Proactive, detail-oriented, and capable of working independently in a fast-paced environment.