Head of Customer and Commercial (Tech Product Manager)Contract Type: PermanentDirectorate: IAG TechIAG Tech is part of International Airlines Group, one of the world's leading airline groups, with 598 aircraft flying to over 270 destinations, carrying more than 120 million passengers each year.
IAG Tech provides world-class IT solutions to IAG's operating companies which include Aer Lingus, Avios, British Airways, IAG, IAG Cargo, Iberia, Iberia Express, LEVEL and Vueling.
Purpose of the role To be a trusted partner owning the whole lifecycle of 22 technology products supporting Customer & Commercial business processes of Iberia, being end to end accountable for strategy, delivery, operations and continuous improvement of those technology products. Ensures product teams are focused on delivering business outcomes, value and services that meet expectations on quality, cost and performance.Accountabilities Working in partnership with IAG Tech and the business to:
Become a trusted partner to the business and own the relationship with the business directors / product owners / sponsors for the product areaDefine the product vision and roadmap aligned to business and technology strategy, plans and prioritiesWorking in partnership with Enterprise Architecture team, define 3-5 years technology strategic roadmap for Customer & Commercial products keeping them updated on a yearly basisEnsure strategic plans are actioned and funding is secured through financial planning processAgree the strategic themes, portfolio vision and backlog, and EPICs as part of a Lean Portfolio Management process to agree the expected outcomes during the yearCreate the framework to size (resource and budget), shape (Dev, DevOps, DevSecOps) and populate the product team(s) to ensure that product vision and roadmap can be deliveredDetermine and monitor delivery approach, i.e. requirements require a Solution Delivery (Large Solution) and/or Product Delivery (Essential) approachFor large solutions, ensure the creation and maintenance of a solutions backlog, run solution demos, operate a solution train and manage delivery of capabilities and enablersFor core (essential) solutions, create and maintain program and team backlogs, run system and program increment demos, drive a continuous delivery pipeline including agile release train, scrums, etc. to manage delivery of capabilities and enablers. As part of this use techniques such as agile, continuous learning, design thinking, eXtreme Programming, kanban, retro's, in coordination with other areas of the Tech organization as Enterprise Architecture and Software EngineeringLead the product team to ensure it focuses on delivering business outcomes, value and services that meet business expectations on time to market, quality, cost and performanceEnsure that the performance of the product team is demonstrated through KPI's that measure relevancy (e.g. NPS), usage (e.g. transaction volumes), value (e.g. story points), performance (e.g. SLAs), quality (e.g. defects) and delivery (e.g. velocity)Ensure products' operations in productive environments are seamless, being accountable of stability and resiliency of all products under Customer & Commercial business, making sure efficient and effective recovery from incidents is performedWorking in conjunction with Software Engineering, assure Tech Debt and Obsolescence is removed from all technology products under the scope.Apply continuous improvement practices for all Customer & Commercial productsCollaborate with the extended IAG Tech leadership team to drive improvements in the IAG Tech operating model and drive local improvement activities to increase the velocity of the product teamThis role may require travel and working from multiple sites/locations.Key Relationships/Interfaces External: Third-party strategic partners & key solution suppliersInternal: IAG Tech extended leadership teamBusiness Directors and Senior Managers of Iberia Customer & Commercial areasSenior managers/customers from across the Group and relevant business areasQualifications Educated to degree level or equivalent experienceStrong understanding of technology product delivery standards, frameworks and methodologiesAwareness of other standards and frameworks such as ITIL, SFIA, etc.Skills Strong leadership (in line with IAG Tech leadership framework), with a proven ability of influencing and persuading internally and externally both to tech and business teamsEffective senior stakeholder management, balancing and finding compromises between opposing views and opinionsFocused on delivering great services that meet business expectations on quality, cost and performanceFocused on delivery with an agile mindsetBusiness outcome and value drivenProblem solving & understanding of the broader business context (business acumen)Systematic and rigorous planning of work and prioritiesFlexibility in a rapidly changing and developing environment, with the ability to work under pressureBenefits
The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry, working in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses.
Diversity and Inclusion
IAG Tech is part of the IAG GBS organisation, and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do.
We focus on making Tech a great place to work, with a community that we feel proud to belong to. To help make this a reality, our people strategy focuses on six key domains: Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture.
We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy – everyone should feel part of our team. We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background.
As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030.
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