Role Introduction
Reports to: Head of IT Solution s – Customer Travel and Lifestyle
This role sits within the Information Technology (IMT) Department under the Solution Centre, specifically in the Customer Travel and Lifestyle (CTL) Solution Centre, which is dedicated to delivering innovative, scalable, and secure technology solutions that enhance customer engagement and loyalty experiences across Cathay’s travel and lifestyle ecosystem. The team focuses on enabling seamless journeys, personalized offers, and integrated digital experiences that strengthen customer relationships and drive business growth.
As the Portfolio Solution Manager, you will oversee the full lifecycle of customer contact centre related applications—from strategic roadmap planning to implementation. You will partner with business stakeholders to address evolving needs in areas such as customer contact centre, partner integration, campaign management, and customer insights. Your leadership will ensure that our platforms remain competitive, user-centric, and aligned with Cathay’s digital and brand strategy.
Join us in leveraging technology to deliver exceptional travel and lifestyle experiences and fulfill our brand promise.
Key Responsibilities
- Strategic Planning: Develop IT strategic planning and oversee application roadmaps to ensure alignment with business priorities and cost-effectiveness
- Solution Delivery: Plan and drive end-to-end delivery of applications, ensuring timely, budget-conscious execution aligned with standards
- Team Development: Lead a sizable team of Technical Experts (Architects, Senior Solution Leads, Solution Leads, Solution Analysts), fostering best practices and building capabilities for future growth
- Technology Optimization: Collaborate with architecture teams to leverage existing technologies and introduce new practices that enhance business value
- Agile Practices: Promote DevSecOps, CI/CD, Scrum, and other methodologies to improve team efficiency and delivery quality
- Data Governance: Work with business units to improve data flow and ensure compliance with regulatory and enterprise policies
- Cross-Team Collaboration: Partner with senior stakeholders to understand requirements and formulate cost-effective, scalable solutions
- Innovation Leadership: Drive adoption of emerging technologies to enhance employee experience and deliver competitive advantages
- Vendor Management: Manage external service providers and vendors to ensure quality, timely, and cost-effective system development and support
- Financial Oversight: Develop and manage application budgets, ensuring accountability and alignment with financial targets
Requirements
- Minimum 12 years in IT, including 2 years in a managerial roles
- Tertiary qualifications in a relevant field
- Strong knowledge in managing customer-facing related systems will be an advantage
- Track record in leading a sizable team in IT best practices and solution delivery is a MUST
- Proven ability to manage diverse teams across in-house, offshore, and external resources
- Strong verbal and written skills with the ability to engage varied audiences and deliver presentations
- Effective relationship-building and team collaboration capabilities
- Strong problem-solving and decision-making skills using both logic and creativity
- Ability to understand user behavior and deliver solutions that meet business needs
- Solid background in business analysis, software development, and project management
- Good understanding of current and emerging technology trends and capabilities
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
