What will you do
Project Delivery
- 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
Customer/Vendor Management
- Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business As Usual (BAU) support operations
- Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframes
Business Development
- Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
- Be involved in pre-sale activities
The ideal candidate should possess:
- More than 5 years of IT InfrastructureProject Management experience
- Strong knowledge in process improvement methodologies and tools
- Good customer and stakeholder management skills
- Experience in the development, implementation and operation support of information technology projects in a range of organizations
- Self-motivated with a positive can-do attitude, creative with excellent presentation, communication, negotiation and interpersonal skills including strong persuasive techniques.
- Able to lead, develop and maintain respectful and trusting relationship
- Proficient in written and spoken English
- Degree in Information Systems or equivalent
