Essential Roles & Responsibilities
* Support the creation and maintenance of release plans and schedules
* Assist in the development and implementation of release procedures and policies
* Ensure that documentation and related materials are up to date and accurate
* Monitor the release process to identify and address any issues or risks
* Analyse and report on release performance metrics
* Collaborate with key stakeholders to ensure all requirements are met
* Maintain a thorough understanding of:
* Products and services
* Key features and capabilities
* Customer needs and preferences
* Monitor service levels and performance, ensuring alignment with agreed Service Level Agreements (SLAs)
* Identify service issues and work cross-functionally to resolve them
* Analyse service performance data to identify trends, patterns, and potential risks
* Conduct testing of products and services prior to release
* Support the development and implementation of service improvement plans
Teams to Collaborate With
* Customer Experience & Managed Services – Ensure consistent delivery of high-quality service, proactively monitor customer needs, and incorporate feedback into future portfolio development and propositions
Behavioural Competencies (Organisational & Cultural Fit)
* Flexible and creative, with the ability to take considered risks
* Able to learn quickly and adapt to changing environments
* Self-motivated and capable of working under pressure
* Handles conflict and challenges in an open and constructive manner
Critical Competencies (Technical Fit)
* Experience within the IT Managed Services industry, with knowledge of:
* Cloud
* Security
* Networking
* Modern workplace technologies
* Experience in quality assurance, release management, and testing
* Awareness of the managed services market and understanding of the technologies and skills required to deliver high-quality customer service
* Excellent collaboration and communication skills
* Strong attention to detail and ability to work independently