Service Manager (Enhancement)

Job Description:

Key Responsibilities

• Enhancement Pipeline: Full ownership of the lifecycle for all enhancement tickets, ensuring they are properly scoped, scheduled, and deployed.

• Departmental Initiatives: Lead and manage internal projects designed to improve departmental processes, technical capabilities, or team workflows.

• Triage & Transition: Collaborate with Support teams to distinguish between standard incidents and new feature requests (enhancements).

• Strategic Reporting: Provide clear, data-driven weekly and monthly reports on the progress, status, and timelines of all enhancements and initiatives.

• Cross-Functional Coordination: Act as the primary point of contact between support groups and development teams to ensure technical requirements are met and milestones are achieved.

Qualifications

• Project Management Experience: Proven background in PM is essential. You must be comfortable managing a high volume of small-to-mid-scale enhancements alongside larger departmental projects.

• SDLC Knowledge: A solid foundational understanding of the Software Development Life Cycle (SDLC) to effectively coordinate with development teams and manage release expectations.

• Technical Literacy: Ability to understand technical requirements and translate complex progress updates into clear summaries for stakeholders.

• Communication & Reporting: Strong ability to document processes and provide high-level visibility through structured reporting.

• Tools: Proficiency in Jira, Confluence, or similar project tracking and documentation platforms.

• Background: Experience in Application Support or IT Operations environments is highly preferred.

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