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