Manager (Digital Delivery)

Role Overview: -

Lead the end-to-end delivery and sustainable operation of Mesra's digital products and services by integrating Product Management, Experience Design and Digital Operations into one coherent product-to-service lifecycle. Translate business and Digital priorities into executable delivery plans, maintain quality and operational readiness, manage dependencies and partners, and ensure solutions achieve adoption, service reliability and continuous improvement. The role provides the accountable 'deliver and sustain' management layer below the Head, Digital.

What You'll Do: -

Lead end-to-end digital delivery and portfolio execution

• Translate approved priorities into integrated delivery plans across multiple products, systems and enhancement streams; establish delivery approach, milestones, ownership, dependencies, risks and escalation paths, and intervene decisively where delivery is off-track.

Lead digital product portfolio and lifecycle management

• Provide management oversight of product vision, roadmaps, prioritised backlogs, adoption and lifecycle decisions; challenge product purpose, value, utilisation, technical debt and supportability, and recommend enhancement, consolidation, replacement or retirement where appropriate.

Integrate experience design into the delivery lifecycle

• Ensure user research, journey evidence, service design and UI/UX considerations are embedded from discovery through implementation; review experience direction, resolve design gaps and protect intended customer and employee journeys through release.

Manage delivery capacity, dependencies and cross-functional priorities

• Maintain a portfolio-level view of business demand, delivery capacity, architecture dependencies, operational issues, specialist resources and implementation readiness; resolve competing priorities, sequence work realistically and escalate material trade-offs to the Head, Digital.

Govern quality, UAT and release readiness

• Set proportionate quality expectations across functional, integration, regression, performance, security and business acceptance; review defects, test evidence, rollback preparedness and release risks, and recommend go, conditional go or no-go decisions within agreed governance standards.

Ensure operational readiness and disciplined service transition

• Confirm that new and changed solutions are supportable before production, including service ownership, monitoring, documentation, access, resilience, backup/recovery, licensing, vendor support, knowledge transfer, operating procedures and handover acceptance.

Lead digital operations, service resilience and continuous improvement

• Oversee service performance, major incidents, recurring problems, change/release coordination, operational controls, BCP/DR and service improvement across Mesra; ensure operational learning is converted into preventive actions and prioritised product or system improvements.

Govern vendors, managed services and specialist delivery partners

• Manage performance, SLA, commitments, dependencies, quality, knowledge transfer and improvement actions across implementation partners, software/integration engineering, QA automation, DevOps/SRE, observability, Case Command Centre and application/platform support while retaining Mesra ownership of key decisions and knowledge.

Provide stakeholder leadership and executive escalation

• Engage Mesra business and enabler pillars, outlet/operational stakeholders, PDB/Setel/PETRONAS functions and leadership on delivery priorities, operating requirements and service outcomes; escalate material investment, policy, architecture, risk or cross-pillar decisions with clear options and recommendations.

Build delivery capability, role clarity and sustainable ways of working

• Lead, coach and develop Product Management, Experience Design and Digital Operations; establish clear interfaces, practical WPMs/playbooks, performance expectations and succession depth, and strengthen a culture of ownership from discovery through adoption and production operation.

Ad-Hoc Support:

• Perform ad-hoc duties and assignments as directed by the immediate superior.

Qualifications & Experience: -

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business/Digital Management or a related discipline; equivalent relevant experience may be considered.

• Preferred professional credentials such as PMP, PRINCE2, Scrum/Agile, SAFe, Product Management, ITIL or relevant cloud/technology certifications are an added advantage.

• Typically 10-15 years of relevant experience across digital product, technology delivery, transformation and/or service operations, including approximately 4-6 years in leadership or significant delivery-accountability roles. Quality and breadth of experience are more important than strict tenure.

• Demonstrated ownership of complex multi-product or multi-system delivery from discovery through build, test, release, transition and production operation. Experience managing vendors/managed services and working in retail, consumer, F&B or other high-volume service environments is an added advantage.

Working Conditions:

• Standard office-based / hybrid environment: Regular engagement across Mesra business and enabler teams, PDB/Setel/PETRONAS functions and technology partners; periodic outlet, project, vendor or implementation-site visits may be required.

  • Critical release and incident support: The role may need to provide leadership outside normal hours for material releases, production incidents, recovery activities or urgent delivery escalations where business continuity or customer impact requires.

  • High-concurrency delivery environment: Manage multiple products, initiatives, operational priorities and vendor dependencies simultaneously, with frequent reprioritisation and executive decision-making under time constraints.

  • Continuous technology and delivery learning: Maintain practical awareness of product management, experience design, cloud/SaaS, integration, DevOps/SRE, quality engineering, AI/data-enabled products and evolving digital-delivery practices relevant to Mesra.

Personal Data Protection: -

Mesra Retail & Café Sdn Bhd ("MESRA") is fully committed to the protection of Personal Data and compliance with the Personal Data Protection Act 2010 (“Act”). Mesra Retail & Café Sdn Bhd ("MESRA") assures that any Personal Data collected, stored, processed and used for the purpose of this registration/application shall comply with the requirements of the Act and only be used within Mesra Retail & Café Sdn Bhd ("MESRA"). We ensure that the data you submit to us remains confidential and is used for the purposes stated in the data privacy.