Job title: Digital Operations Product Manager
Company: Cathay Pacific
Job description:
- Information Technology Department
- Hong Kong SAR (China)
- Cathay Pacific
- Application Deadline
18 Jun 2025Role IntroductionReport To: Head of IT OperationsThe Digital Operations Product Manager plays a dual role as Product owner as well as accountable for the programme delivery. The Product owner role is responsible for the ownership of assigned digital operations products (i.e. IT Service Management platform, Automation & Orchestration Platform), including maximizing employee customer experience, adoption and satisfaction for service request fulfilment. The product manager fosters strong relationships with Product vendors and represents the product during design, development, testing, release, updates and ongoing lifecycle management. The Product Manager also ensures alignment of the product with employee feedback and internal digital operations roadmaps.This includes understanding how well business operations, customer centricity and workplace productivity are supported by the IT service management platforms and subsequently engaging with other teams within IMT and the Business in driving improvements across a broad range of metrics, including time-to-market, customer experience, operation efficiency and service availability.You are also responsible to lead and drive the programme of work under Phoenix initiatives, including project planning, coordination, funding, resourcing and stakeholder management. The role will have significant influence and accountability on the Phoenix Programme delivery and outcome. It will ensure the deliverables are aligned with strategic digital leadership intent and 2025 picture of success. The implementation will align internal teams, external service providers and product vendors to ensure fit-for-purpose operations solution are designed, built and put into productionKey Responsibilities
- Define and maintain the product strategy and roadmap in alignment with vendor developments, emerging employee use cases, and the organization’s Digital and IT KPIs. Ensure integration with the 2025 Picture of Success and IT operations roadmap to meet evolving business needs and deliver high-value services
- Collaborate with cross-functional teams (e.g., Service Automation, IT Service Centres) to identify impactful changes, streamline processes, and maximize business value. Represent the product to stakeholders, communicate benefits effectively, and support the analysis of business processes and functional requirements
- Monitor product usage, vendor updates, and emerging technologies to ensure continuous improvement and innovation. Adopt and promote best practices in Service Operations management, ensuring a well-managed end-to-end service lifecycle
- Lead the design, development, and delivery of fit-for-purpose IT service management solutions using internal and external resources, ensuring timely, budget-conscious, and high-quality outcomes. Apply agile methodologies to manage product increments and ensure continuous delivery of value
- Oversee product demand planning, resource allocation, and cost estimation across project phases. Establish and lead a dedicated product vertical team to manage enhancements, development, and backlog prioritization
- Identify and rationalize product demands from business units, driving enhancements to improve platform performance and customer experience. Proactively escalate risks and lead remediation planning to ensure delivery continuity and service excellence
- Lead the Phoenix programme by translating its vision into actionable goals, ensuring alignment with business objectives, and driving innovation through collaboration with key stakeholders across business and IT
- Oversee end-to-end planning, execution, and delivery of projects within the programme, ensuring quality, timeliness, and budget adherence. Manage risks, implement changes, and ensure compliance with project management standards and security policies
- Build and lead dynamic project teams, fostering a culture of continuous learning and knowledge sharing. Collaborate with procurement, security, and IT solution teams to ensure cost-efficient, secure, and stable solution delivery and support
- Manager external service providers and product vendors ensuring their support and maintenance services are delivered according to agreed underpinning contracts; Manage vendors in the delivery of cost effective and timely systems development and support
Requirements
- Degree qualifications in Information Technology, Business or related area. Minimum 7 years of project management experience with at least 2 years in IT programme management role. Professional programme / project management certification would be an advantage such as PMP, PSM, SAFE Agilist certification
- Proven experience in managing large scale projects with ability to multitask and manage multiple medium to large projects in a cross-functional environment. Experience leading the development and implementation of global solution products and services across multiple disciplines
- Detailed knowledge of the following disciplines: project and program delivery, portfolio management, change management, application development management, automation development management, vendor management, , service transition and cutover planning
- Experienced in Agile project delivery and hand on experience on all scrum events (i.e. sprint planning, sprint review, sprint retrospective); Experienced in conceptualising creative solutions, as well as documenting and presenting/selling them to senior management
- Experience of financial management of all required infrastructure costs (people, vendors, hardware, software, services) over a budget of 100m HKD p/a
- Experience driving solution implementation and adoption. Experience in building and maintaining relationships with both IT and Business Units
- Demonstrated leadership and relationship management experience and skills; Demonstrated ability to lead and motivate staff and to apply skills and techniques to solve dynamic problems
- Technical proficiency in hardware and system software, as well as experience implementing packages and working with vendors
- Strong verbal and written communication skills, as well as ability to present and explain technical information in a non-technical way that establishes rapport, persuades others and gains understanding
- Strong teamwork and interpersonal skills at all management levels. Proven ability to coach, motivate and develop others.
Personal & Application InformationCathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
Expected salary:
Location: Hong Kong – China
Job date: Fri, 13 Jun 2025 07:15:41 GMT
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