Role Description We are currently searching for a Job Position: - Release Cycle Management: Plan, schedule, and oversee end-to-end release activities and windows, ensuring seamless delivery across environments. - Risk & Dependency Management: Assess potential risks, impacts, and cross-team dependencies, developing proactive mitigation actions. - Governance & Compliance: Maintain strict process compliance, actively participate in Change Advisory Board (CAB) meetings, and manage release controls for internal/external audits. - Stakeholder Coordination: Act as the central point of contact to coordinate plans and alignments across internal teams, third-party suppliers, service providers, and business leaders. - Communication & Scope Management: Provide clear, timely communication regarding release schedules, QA plans, commitments, changes, and scope updates to both technical and non-technical audiences. - Process Improvement: Identify operational gaps within the current release framework and recommend structural improvements to enhance efficiency. - Reporting & Analytics: Track, measure, and report on operational performance using KPIs, SLAs, metrics, and interactive dashboards. Qualifications - Experience managing release cycles, release windows, and end-to-end release activities. - Ability to assess risks, impacts, dependencies, and mitigation actions. - Knowledge of process compliance, audits, CAB participation, and release controls. - Coordination across internal teams, suppliers, service providers, and business stakeholders. - Clear communication of plans, commitments, risks, changes, QA plans, schedules, and scope updates. - Ability to identify process gaps and recommend operational improvements. - Use of KPIs, SLAs, metrics, and dashboards for regular tracking and reporting. - Strong understanding of ITIL and the customer’s IT landscape, services, and functional technologies. - Languages: Advanced Oral English, Advanced Spanish. Requirements - Experience managing release cycles, release windows, and end-to-end release activities. - Ability to assess risks, impacts, dependencies, and mitigation actions. - Knowledge of process compliance, audits, CAB participation, and release controls. - Coordination across internal teams, suppliers, service providers, and business stakeholders. - Clear communication of plans, commitments, risks, changes, QA plans, schedules, and scope updates. - Ability to identify process gaps and recommend operational improvements. - Use of KPIs, SLAs, metrics, and dashboards for regular tracking and reporting. - Strong understanding of ITIL and the customer’s IT landscape, services, and functional technologies. Benefits - Fully remote.

• Provide outstanding Tier 1 and Tier 2 technical support through our IT service desk, delivering a friendly, professional, and customer-first experience. • Troubleshoot hardware, software, identity, endpoint, and SaaS application issues from initial request through resolution. • Manage and prioritize support requests to ensure timely resolution and a positive employee experience. • Communicate clearly with employees, keeping them informed throughout the support process and ensuring a positive support experience. • Escalate complex issues when appropriate while maintaining ownership and follow-through. • Deliver a seamless onboarding and offboarding experience by preparing user accounts, devices, software access, and ensuring employees are set up for success from day one through their last day. • Provision, modify, and deprovision employee accounts across a variety of cloud applications. • Support identity and access management, including password resets, Multi-Factor Authentication (MFA), and Single Sign-On (SSO). • Manage user groups, application access, and permissions following security best practices. • Ensure employees have the appropriate access to perform their roles while maintaining compliance with company policies. • Prepare, configure, deploy, and support company-issued laptops and peripherals. • Troubleshoot endpoint issues and coordinate hardware replacements or repairs as needed. • Maintain accurate IT asset inventory and support equipment logistics for remote employees. • Administer and support a broad portfolio of cloud-based business applications, including collaboration, productivity, communication, and operational platforms. • Assist with user provisioning, licensing, permissions, and basic application configuration. • Troubleshoot user access issues and support application integrations. • Create and maintain internal documentation and knowledge base articles to improve self-service and team efficiency. • Identify opportunities to improve IT processes, automate repetitive tasks, and enhance the employee support experience. • Support IT initiatives and projects, including new application deployments, system rollouts, process improvements, and automation. • Partner with teammates to improve onboarding, documentation, and operational workflows. • Stay current on emerging technologies and industry best practices to continually improve the IT environment.

• Build internal platforms, tools and automations that improve the reliability, scalability and efficiency of IT operations. • Own technical patterns for identity, access, lifecycle automation, endpoint trust, SaaS provisioning and operational reporting. • Develop scripts, integrations and services using Python, Bash, REST APIs, webhooks, Git, GitHub and CI/CD practices. • Partner with Engineering, Information Security, Compliance and other business teams to support AI first operations, Zero Trust architecture, HIPAA requirements, SOC 2 requirements and secure AI adoption. • Apply DevOps, SRE and ITIL-aligned practices to improve monitoring, change management, incident response, documentation and continual improvement.

• Act as the operational bridge between the Service Delivery Manager and functional delivery teams. • Ensure service levels, KPIs, and contractual obligations are consistently met. • Support the Service Delivery Manager in contractual compliance, reporting, and client satisfaction initiatives. • Serve as the point of coordination for internal teams, ensuring smooth communication between technical functions and service management. • Produce regular and ad hoc reports, dashboards, KPI metrics and presentations for internal stakeholders, ensuring data accuracy and clarity. • Engage with client operational stakeholders on service delivery matters, while the Service Delivery Manager retains responsibility for overall client relationship, governance, and commercial performance. • Participate in client service reviews, governance meetings, and operational reporting sessions alongside the Service Delivery Manager. • Provide service performance insights, trend analysis, and improvement recommendations to client stakeholders. • Build trusted relationships with client operational leads, ensuring alignment between business needs and service delivery. • Own day-to-day ticket operations including prioritisation, assignment, and SLA adherence • Manage backlog, ageing tickets, and escalation handling • Oversee Major Incident coordination and communication • Ensure Problem Management activities reduce repeat incidents • Manage service delivery across multiple clients, balancing competing priorities and ensuring effective allocation of shared resources • Manage prioritisation between BAU support activities and minor enhancements (run vs change) • Monitor incident and request volumes, escalation trends, and service performance. • Provide input into dashboards, reports, and forecasting models to support proactive service management. • Drive continuous improvement initiatives in collaboration with the Service Delivery Manager and Director of Managed Services. • Ensure ITIL-aligned processes are embedded and followed across delivery teams. • Identify gaps in process adherence and recommend improvements. • Understand, comply with and actively promote adherence to ISO27001 and ISO9001 policies and procedures. • Line-manage nearshore and onshore delivery resources, including performance management, coaching, and career development. • Conduct regular 1:1s, feedback sessions, and performance reviews. • Foster a culture of accountability, collaboration, and continuous improvement within the team. • Support workforce planning, onboarding, and training of new team members. • Act as the escalation point for team-related issues, ensuring staff are supported and motivated. • Work closely with Function Leads to align delivery priorities, resource allocation, and escalation handling.