Act as a focal point for all support related queries and issues.
Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer.
Review with support team to ensure that all support tasks and deliverables meet quality and service levels.
Ensure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customer.
Notify/escalate any out of scope variations to services to Program Director / Service Delivery Director (SDD).
Notify/escalate critical issues or variations to service levels to Program Director / Service Delivery Director (SDD).
Review and approve service request/enhancement effort, schedules and risk plans.
Review and raise resource requirement.
Responsible for resource forecasting and planning.
Review, monitor and report project health status.
Requirement
Typically, 9 years IT project management experience.
Strong knowledge in process improvement methodologies and tools.
Understanding of Software Development Lifecycle (SDLC)..
Degree in Information Systems, Computer Science or equivalent.
Self-motivated with a positive can-do attitude, creative with excellent presentation,negotiation and interpersonal skills including strong persuasive techniques.
Able to lead, develop and maintain respectful and trusting relationship.
Certification in IT Service Management and/or ITIL (v3 or above).
