Global Software Engineering and Delivery Expert

Job Purpose

The Quality & Performance Lead is responsible for ensuring the quality, reliability, and continuous improvement of logistics application flows, including Track & Trace and EDI integrations. The role acts as a central coordination point across technical, functional, and business teams to ensure efficient and seamless operations.

By structuring backlog governance, eliminating recurring issues at root cause level, and improving end-to-end workflows, the role directly contributes to operational excellence and customer satisfaction.

Key Accountabilities

Backlog Management & Performance Delivery

• Manage, prioritize, and track the backlog of incidents, requests, and enhancements related to logistics applications.
• Ensure all tickets are processed within agreed timelines and aligned with business priorities.
• Coordinate activities across technical teams, functional teams, and business stakeholders.
• Provide visibility on backlog status, risks, and overall performance
• Continuously improve backlog governance, workflows, and ticket quality.

Quality Management & Root Cause Elimination

• Act as escalation point for complex issues impacting Track & Trace and EDI flows.
• Identify recurring problems and drive permanent resolution at root cause level.
• Ensure proper documentation and capitalization of knowledge (issues, fixes, patterns).
• Implement preventive actions to improve system stability and operational reliability.
• Drive quality improvement initiatives across logistics applications.

Logistics Flow Expertise (Track & Trace & EDI)

• Ensure reliability and performance of Track & Trace solutions and customer visibility tools.
• Oversee EDI flows with clients, ensuring data availability, accuracy, and consistency.
• Maintain strong understanding of logistics workflows (technical and functional).
• Collaborate with business teams to align systems with operational processes.
• Ensure consistency between technical flows and business KPIs.

Application Ecosystem Ownership (CargoWise & related systems)

• Oversee the CargoWise (CW) ecosystem and related platforms (TOM, MOIRA, etc.).
• Ensure end-to-end integration and data flow consistency across systems.
• Monitor performance and identify optimization opportunities.
• Act as subject matter expert on system interactions and dependencies.
• Contribute to application evolution and continuous improvement initiatives.

Stakeholder Coordination & Single Point of Contact

• Act as the main point of contact for CBS and Business Analysts.
• Facilitate communication between technical, functional, and business teams.
• Ensure smooth coordination to accelerate delivery and resolution cycles.
• Translate business needs into actionable improvements.
• Participate in governance forums and operational review meetings.

Team Coordination & Operating Model (Genesis)

• Coordinate operational teams (CESA) and ensure delivery quality and efficiency.
• Assign and monitor activities aligned with priorities and SLAs.
• Provide guidance on complex functional and technical topics.
• Define and implement the Genesis operating model for quality and performance.
• Drive continuous improvement and team performance excellence.

Knowledge, Experience & Skills

Education & Qualifications

• Bachelor’s degree or equivalent in Information Systems, Logistics, or IT.
• ITIL knowledge

Experience

• 8 years of experience in application management, quality, or IT operations.
• Strong experience in logistics or supply chain environments.
• Proven experience in backlog management and multi-team coordination.
• Experience working with offshore teams (e.g., CESA).
• Experience with EDI integrations and customer-facing systems.

Specialist Knowledge & Skills

• Strong knowledge of Track & Trace systems and customer visibility platforms.
• Understanding of EDI flows and client integration mechanisms.
• Deep knowledge of logistics workflows (technical and functional).
• Experience with CargoWise (CW) and ecosystem (TOM, MOIRA, etc.).
• Strong understanding of business processes in logistics and supply chain.
• Backlog management and prioritization expertise.
• Quality management and continuous improvement mindset.

Interpersonal & Communication Skills

• Strong stakeholder coordination skills across technical and business teams.
• Ability to act as a central point of contact in complex environments.
• Proactive mindset with a focus on quality and root cause elimination.
• Clear and structured communication skills.
• Ability to manage priorities in a fast-paced environment.
• Leadership and team coordination capabilities.
• Fluent English