Senior Manager, Enterprise Engineering

Overview The EBG CRM/OM Domain Owner holds end-to-end accountability for the strategy, delivery, and sustained health of StarHub’s Customer Relationship Management (CRM) and Order Management (OM) platforms. This includes stewardship of Salesforce CRM, CloudSense CPQ/Order Management, and other bespoke CRM/OM solutions, as well as responsibility for evolving StarHub’s broader CRM/OM landscape. This role ensures that CRM/OM capabilities enable and empower sales and service channels for SME, Enterprise, Wholesale, and International segments. Acting as both a technology steward and business partner, the role balances operational reliability with innovation, ensuring seamless customer and employee experiences. This position is pivotal in driving automation, platform stability, compliance, and business continuity, while shaping the long-term CRM/OM roadmap to align with enterprise priorities and evolving market needs. Responsibilities Domain Ownership and Platform Stewardship Own the performance scalability and sustainability of CRM/OM systems including Salesforce CloudSense and bespoke solutions Ensure platform reliability, compliance, and system stability while driving continuous improvements in UX, data integrity, and integrated workflows Establish, monitor, and report against key operational KPIs including availability, performance, adoption, and fulfilment outcomes Lead automation, DevSecOps, and process optimization initiatives to streamline sales and service workflows Strategic Stewardship and Leadership Provide long-term leadership and oversight of the domain’s people, systems, and outcomes, ensuring alignment with organizational strategy Establish and maintain the right leadership structure within the domain to drive accountability, ownership, and performance Define and manage prioritization of initiatives to ensure the most impactful work is delivered in line with business objectives Take ownership for delivering measurable results across people, process, and technology dimensions of the domain Strategic Planning and Roadmap Define and deliver the multiyear CRM/OM technology roadmap ensuring alignment with StarHub’s enterprise strategy Evaluate, prioritize, and secure investments that maximize business impact and competitive advantage Drive the end-to-end fulfilment journey enablement from order capture through provisioning and support Anticipate emerging needs, ensuring the CRM/OM domain evolves cohesively with adjacent enterprise systems Operational Excellence and DevOps Execution Oversee day-to-day domain operations to ensure services meet or exceed agreed service-level objectives (SLOs)Run the domain in a DevOps model including on-call schedules, incident management, monitoring, and proactive issue resolution Manage development capacity across competing demands such as feature enhancements, technical debt remediation, regulatory compliance, security obligations, operational fixes, and audit requirements Champion a culture of accountability, postmortems, and continuous improvement to enhance resilience and operational maturity Cross-Domain Collaboration and Cross-Functional Leadership Partner closely with other domain owners to ensure interoperability, reduce duplication, and enable seamless enterprise workflows Proactively manage dependencies across domains (e.g., Billing, ERP, Digital Channels, Data) to ensure integrated solutions Collaborate with related leadership roles across the organization, clarifying mandates and ensuring seamless alignment of responsibilities Champion knowledge sharing, organizational alignment, and cross-functional success Team and Resource Management Build, lead, and mentor CRM/OM-aligned teams, ensuring succession coverage for critical roles Develop and implement sourcing and capability strategies, including vendor management and internally owned operations Oversee domain budget, capacity planning, and effective allocation of people and resources to balance delivery and sustainability Foster a healthy, high-performing team culture grounded in accountability, transparency, and continuous learning Stakeholder Engagement and Senior Management Communication Serve as the senior liaison for CRM/OM initiatives across EBG, SME, Wholesale, and International business units Engage with executive stakeholders, providing clear and timely communication of roadmaps, risks, progress, and achievements Build consensus on long-term CRM/OM platform evolution, balancing business demands with technical sustainability Act as a trusted advisor to senior management, shaping strategic decision-making on customer platforms and fulfilment processes Qualifications Bachelor’s or Master’s degree in Computer Science, Engineering, Business Information Systems, or related field. 10+ years of experience in CRM/OM platforms, with at least 5 years in senior leadership roles. Demonstrated ownership of mission-critical domains with responsibility for budgets, teams, and long-term strategy. Deep knowledge of CRM and OM platforms, including Salesforce CRM and CloudSense CPQ/Order Management. Proven experience supporting sales and service workflows across SME, Enterprise, and Wholesale customer segments. Strong understanding of CRM UX optimization, workflow integration, and end-to-end fulfilment processes. Familiarity with enterprise IT ecosystems (e.g., SAP, billing, middleware, DevSecOps practices). Experience running teams in a DevOps operating model, including on-call support, incident management, and continuous delivery. Strong knowledge of balancing development capacity across feature delivery, tech debt, compliance, and operational demands. Proven ability to define and execute domain strategies aligned to enterprise business goals. Strong financial and resource management skills, with track record of managing vendor and internal teams. Exceptional stakeholder management and executive communication skills, with the ability to influence senior leadership. Collaborative leader skilled at cross-domain coordination, consensus-building, and organizational change leadership. Resilient, forward-looking leader with ability to balance delivery velocity and technical sustainability. #J-18808-Ljbffr