Job description for IT Project & Delivery Manager at MixWork Pte. Ltd.
About MixWork & Our Client
MixWork is the premier HR outsourcing partner for strategic workforce solutions, empowering brands and global organizations with skilled, dedicated, and professional top-tier regional teams from South East Asia to accelerate their business growth. On behalf of our client, a premier, household-name retail enterprise headquartered in Singapore with a well-established international footprint and a heritage of quality and operational excellence, we are seeking a dedicated professional to join their team as they actively modernize their omni-channel capabilities and leverage a sophisticated regional technology footprint to support their digital and brick-and-mortar operations.
Role Summary
Lead and manage our client's 9-person offshore IT team in Jakarta, serving as the primary interface between the offshore team and the Singapore Head of IT. This is a management role with a dual mandate: people and delivery management of the offshore team, and active relationship management with SaaS vendors and their support and development teams to ensure our client's platform requirements are met and escalations are resolved effectively. The Delivery Manager also serves as the offshore escalation point for in-store POS application incidents raised by the Singapore IT Infrastructure & Support, owning response timelines and coordinating the offshore specialists needed to resolve application-layer issues promptly. The incumbent will deliver essential operational reinforcement and strategic assistance to the client’s primary Singaporean and global business divisions.
Key Responsibilities
- Manage the 9-person offshore team: set performance expectations, conduct regular one-on-ones, manage workload and capacity, and escalate HR or performance issues to the EOR provider.
- Serve as our client's primary relationship owner with SaaS vendor support and development teams: build working relationships with D365, Eagle Eye, CloudMile/AWS, and other platform partners, engage vendor development teams on roadmap items, custom requirements, and escalated issues.
- Own sprint delivery governance: maintain the Azure DevOps master backlog, run fortnightly sprint reviews with Singapore business stakeholders, and drive delivery velocity across all offshore specialists.
- Manage the Change Advisory Board (CAB) process: review, approve, and schedule all production system changes; ensure that completed SIT test evidence from the Application Test Analyst is attached to every CAB submission before Singapore-side sign-off is sought. No change proceeds to production without documented test results.
- Govern the testing lifecycle: ensure the Application Test Analyst has the test plan, test data, and environment access needed for each sprint release; review SIT summary reports before scheduling UAT with Singapore business users; manage defect triage and prioritise fix-vs-defer decisions with the relevant specialist.
- Serve as the offshore escalation point for in-store POS application incidents: when Singapore IT Infrastructure & Support escalates a POS issue beyond first-response recovery, the Delivery Manager immediately takes ownership, coordinates the relevant offshore specialist, keeps Singapore IT Infrastructure & Support informed of resolution progress in real time, and drives restoration to agreed response timelines. POS incidents during trading hours are treated as P1.
- Own POS deployment runbook preparation: ensure that every planned POS deployment, version upgrade, or new concept store rollout has a clear, tested on-site execution runbook that Singapore IT Infrastructure & Support can follow independently, including rollback procedures, escalation contacts, and go/no-go criteria.
- Gather and document requirements from Singapore business stakeholders: conduct structured sessions with merchandising, finance, operations, and marketing, translate into user stories and functional specifications for the offshore team.
- Produce weekly delivery status reports and monthly IT operations reports for the Head of IT.
- Manage go-live coordination for system upgrades and new platform deployments: runbook preparation, UAT facilitation with Singapore users, hyper-care period management.
- The incumbent will deliver essential operational reinforcement and strategic assistance to the client’s primary Singaporean and global business divisions.
Required Qualifications & Experience
- Minimum 8 years of IT experience with at least 4 years in a delivery management or IT team lead role, including direct people management responsibility.
- Demonstrated experience managing SaaS vendor relationships beyond transactional support, building working relationships with vendor technical account managers and development teams.
- Proven experience managing distributed or offshore teams for Singapore, Australian, or other international English-speaking clients.
- Strong requirements-gathering skills: able to translate non-technical business needs into actionable specifications independently.
- English proficiency at C1 level minimum (IELTS 6.5 equivalent), daily executive communication with Singapore stakeholders. Mandatory English assessment at interview.
- Demonstrated independence and proactivity: drives delivery without being managed; surfaces risks before they escalate; responds to escalations with urgency.
- Demonstrated ability to utilize Microsoft Dynamics 365, specifically in managing functional enhancements and system integrations within a retail environment.
Technical Proficiency
- Azure DevOps or Jira: sprint management, backlog grooming, release tracking, CAB workflow.
- Microsoft Teams and Microsoft 365: primary collaboration platform.
- Working knowledge of at least two enterprise SaaS platforms (ERP, e-commerce, CRM, or cloud), sufficient technical depth to credibly manage specialist teams, challenge vendor claims, and assess POS incident severity.
- ITIL-aligned incident, problem, and change management, including P1 incident response and escalation procedures.
Nice to Have
- PMP, PRINCE2, or ITIL certification.
- Retail or e-commerce industry background, preferably with exposure to POS systems.
- Experience with EOR-managed offshore team structures.
Statutory Provisions & Compliance
- Full Legal Compliance: Official employment contract managed under MixWork Indonesia, ensuring complete adherence to local labor laws and employment standards.
- Healthcare & Social Security: Full registration and contributions for both BPJS Kesehatan and BPJS Ketenagakerjaan to ensure comprehensive coverage.
- Religious Holiday Allowance: Guaranteed annual mandatory Religious Holiday Allowance (THR) paid in accordance with statutory government regulations.
What We Offer
- Flexible Medical Benefit: Comprehensive healthcare coverage fully inclusive of dental, optical, outpatient care, and wellness treatments to support your overall well-being.
- Daily Allowances: Competitive transportation and meal allowances to support your operational needs.
- Workstation Provisioning: High-performance corporate laptop and necessary technical equipment provided.
- Regional Ecosystem: Access to ongoing global corporate alignment, dedicated HR support, and a stable, creative career trajectory with a premier international brand.
Important Notes
- Language Requirement: As this is an international role, please note that all screenings and interviews will be conducted exclusively in English.
- Equal Opportunity Employer: MixWork is committed to creating an inclusive, diverse, and fair workplace culture. We value talent and capability above all else, completely free from discrimination or bias.
