Key Responsibilities:

1. Oversee and manage the delivery of application support and new developments.
2. Ensure adherence to SLAs and governance protocols, maintaining high-quality service delivery
3. Act as the primary point of contact for stakeholders, facilitating effective communication and addressing escalations promptly.
4. Monitor and manage incident escalations, ensuring resolution within agreed timelines.
5. Coordinate Agile practices, including sprint planning, stand-ups, and retrospective meetings.
6. Collaborate with the Business Analyst and technical teams to prioritize tasks and allocate resources effectively.
7. Review performance metrics, prepare status reports, and provide updates to stakeholders regularly.
8. Drive continuous improvement initiatives to enhance service efficiency and user satisfaction.
9. Manage team capacity, including cross-training plans, to ensure business continuity.
10. Identify and plan for any additional skill sets or resources required, ensuring alignment with the rate card and budget.