Overall delivery lead for Commercial Application Support Services and responsible for driving the outcomes of the overall Commercial Program team.
• Single point of contact for all services provided to customer in the Commercial Tower
• Project Estimates and Costing for additional services.
• Escalates issues within Client management, where appropriate.
• Drive weekly status meeting with customer Commercial IT leadership team.
• Ensure all services outlined as per service catalogue is being delivered satisfactorily.
• Drive monthly operational Governance meeting and continuous improvement meetings
• Point of contact to coordinate all changes across the application.
• Reviews impact of Change Request to application availability and business process and communicate.
• Drive discussions regarding all key Business processes impacting the support team such as Call plan, Targeting & Alignment, Data rule changes, etc.
• Provides detailed functional requirements for Service Requests and enhancements.