Head of Customer and Commercial (Tech Product Manager)

  • A jornada completa
  • Contract Type: Permanent
  • Directorate: IAG Tech

Descripción de la empresa

IAG 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.

Descripción del empleo

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.


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 area
  • Define the product vision and roadmap aligned to business and technology strategy, plans and priorities
  • Working in partnership with Enterprise Architecture team, define 3-5 years technology strategic roadmap for Customer & Commercial products keeping them updated on a yearly basis
  • Ensure strategic plans are actioned and funding is secured through financial planning process
  • Agree the strategic themes, portfolio vision and backlog, and EPICs as part of a Lean Portfolio Management process to agree the expected outcomes during the year
  • Create 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 delivered
  • Determine and monitor delivery approach, i.e. requirements require a Solution Delivery (Large Solution) and/or Product Delivery (Essential) approach
  • For large solutions, ensure the creation and maintenance of a solutions backlog, run solution demo’s, operate a solution train and manage delivery of capabilities and enablers
  • For core (essential) solutions, create and maintain program and team backlogs, run system and program increment demo’s, 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 Engineering
  • Lead the product team to ensure it focusses on delivering business outcomes, value and services that meet business expectations on time to market, quality, cost and performance
  • Ensure 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 performed
  • Working 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 products
  • Collaborate 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, etc. of the product team
  • This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities


Key Relationships/Interfaces


  • Third-party strategic partners & key solution suppliers


  • IAG Tech extended leadership team
  • Business Directors and Senior Managers of Iberia Customer & Commercial areas
  • Senior managers/customers from across the Group and relevant business areas
  • IAG Tech colleagues




  • Educated to degree level or equivalent experience

Desired qualification

  • Strong understanding of technology product delivery standards, frameworks and methodologies
  • Awareness of other standards and frameworks such as ITIL, SFIA, etc.



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 teams

Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions

Focused on delivering great services that meet business expectations on quality, cost and performance

Focused on delivery with an agile mindset

Business outcome and value driven

Problem solving & and understanding of the broader business context (business acumen)

Systematic and rigorous planning of work and priorities

Flexibility in a rapidly changing and developing environment, with the ability to work under pressure

Fluent English & Spanish

Información adicional

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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