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