Incident and LD Documentation: Lead structured incident reporting and contribute to the documentation and defence of contractual matters, including service credits or liquidated damages discussions.
Cross-Functional Orchestration: Align multiple technical teams to contractual timelines and deliverables, driving accountability without direct authority.
Service Improvement: Identify governance or process gaps, conduct trend analysis, and implement corrective and preventative actions to strengthen service stability and compliance.
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System Integration: Manage complex integration programmes involving enterprise platforms, contact centre technologies, CRM solutions, cloud services and connectivity components while ensuring all technical deliverables align with client requirements.
Stakeholder Management: Build trusted relationships with enterprise customers, government stakeholders where applicable, internal delivery teams, partners and vendors by providing clear communication, governance and proactive expectation management.
Resource & Delivery Management: Coordinate project resources across multiple countries and functions, balancing delivery priorities while maintaining visibility of resource utilisation, delivery risks and overall project health using Jira and related project management tools.
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Incident and LD Documentation: Lead structured incident reporting and contribute to the documentation and defence of contractual matters, including service credits or liquidated damages discussions.
Cross-Functional Orchestration: Align multiple technical teams to contractual timelines and deliverables, driving accountability without direct authority.
Service Improvement: Identify governance or process gaps, conduct trend analysis, and implement corrective and preventative actions to strengthen service stability and compliance.
...
