Product Development and Service Delivery Senior Manager

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

               Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Visit www.digicelgroup.com for more.

Main objectives of the job: 

The Product Development and Service Delivery Manager oversees the end-to-end process of product development and service delivery, ensuring alignment with business goals and customer needs. They lead cross-functional teams, establish, and maintain service delivery standards, and drive continuous improvement to optimize product quality and customer satisfaction. This role requires strong leadership, strategic thinking, and effective communication skills to drive successful outcomes in a dynamic and competitive market.

Main Duties and Responsibilities:

Product Development :

• Lead the product development process from conception to launch, ensuring alignment with company goals and market demands
• Collaborate with cross-functional teams, including product managers, engineers, designers, and marketers, to define product requirements, features, and specifications
• Conduct market research, competitive analysis, and customer feedback analysis to identify opportunities for product improvement and innovation
• Develop product roadmaps, timelines, and budgets, and manage the execution of product development projects to meet deadlines and quality standards
• Oversee product testing, quality assurance, and regulatory compliance processes to ensure product reliability and safety
• Drive continuous improvement and optimization of product development processes and methodologies

Service Delivery:

• Define service delivery strategies, policies, and procedures to meet customer needs and service level agreements (SLAs)
• Monitor service delivery performance metrics, analyze data, and identify opportunities for improvement in service quality, efficiency, and customer satisfaction
• Establish and maintain strong relationships with internal stakeholders, external vendors, and partners to ensure seamless service delivery and support
• Develop and implement service delivery plans to address customer inquiries, requests, and issues, including resource allocation, scheduling, and escalation procedures
• Provide leadership and support to service delivery teams, including training, coaching, and performance management, to optimize team performance and productivity
• Collaborate with sales, marketing, and customer success teams to understand customer needs, preferences, and feedback and incorporate insights into service delivery strategies and initiatives

Academic Qualifications and Experience Required:

• Bachelor's degree in business administration, engineering, computer science, or a related field. A master's degree may be preferred for senior roles
• Proven experience in product development, project management, and service delivery roles, preferably in a technology or software development environment

Functional Skills:

• Demonstrated success in leading cross-functional teams and managing complex projects from conception to delivery
• Experience in developing and launching successful products or services in the market, with a track record of achieving business objectives and customer satisfaction
• Knowledge of product development methodologies such as Agile, Scrum, or Lean, and experience in applying them to drive efficient and effective product development processes
• Experience in managing service delivery operations, including customer support, technical services, or professional services, focusing on meeting SLAs and ensuring high-quality service delivery
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization and build strong relationships with customers, partners, and vendors
• Analytical and problem-solving skills, with the ability to analyze data, identify trends and insights, and make data-driven decisions to optimize product development and service delivery processes
• Strategic thinking and business acumen, with the ability to understand market trends, customer needs, and competitive dynamics, and translate them into actionable product and service strategies
• Strong organizational skills and attention to detail, with the ability to manage multiple projects, priorities, and deadlines simultaneously while maintaining a high level of quality and accuracy

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.