Job description:

To manage serivce and operations to the satisfaction of the customer and meeting the agreed service levels and within the cost budgeted for providing the support.Plan and manage the delivery of approved products using agile techniques and frameworks to ensuredelivery of high-quality products and user experienceManage and develop stakeholder relationships including steering committees, through effectivecommunications, documentation, negotiation and issues management to ensure delivery of productsand the achievement of outcomes and benefits Report and escalate issues such as variances and manage delivery by exception to ensure issues areunderstood and actions to resolve identified Develop strategies for the continuous monitoring, evaluation and improvement of all aspects of productdelivery including but not limited to, analysis of customer feedback, facilitation of agile ceremonies andartefact production, identification and mitigation of risks Support the delivery of all governance materials, artefacts and meetings to ensure products aredelivered and maintained in a transparent fashion and stored and maintained as per Organisationalstandards

• To define and implement clear service level agreements (SLAs) for support operations.
• Managing Cost of providing service within budgeted levels
• Ensure process effectiveness and continual service improvement
• Managing risks and escalating appropriately to Sr Management
• Co-ordination with onsite track leads and engaging with Customers
• To guide and coach a team of support specialists, empowering them through trainings and managing their performance.