.Key Roles and Responsibilities :- Experience in IVRs, Voice, Digital Channels, Ideally ServiceNow CSM and Genesys required.- Ensure the coordination of activities, actions, and deliverables in the service development process to ensure completion within time and budget and in line with development standards and methodologies- Strategically drive and evolve a robust regional inter-lock for service development aligned to the global / group methodology to ensure expedient time-to-market / release of developments- Ensure new service offer requirements from Service Offer Management have clearly defined business value outcomes,and that requirements are substantiated by an appropriate business case,and prioritized according to business impact and importance- Where required, support Service Offer Management in the formation of business cases for new service offers- Develop and drive individual and team KPIs through coaching and developing the team(s)- Manage the identification, development, and implementation of service pre-design in line with agreed technical, operational, and architectural specifications- Throughout the development cycle, ensure documents are prepared and maintained for service design / definition relating to the development of new services or enhancements to existing services- Manage the reports and dashboards highlighting risks, issues, and trends to support management decision making- Pay attention to the security architecture, standards, and requirements for the new service, ensuring the secure-by-design principle- Ensure that the client journey is defined, designed, and implemented,optimizing client experience and maximizing economic return through new monetizable client features and capabilities- Oversee any implementation decisions throughout the development process to optimize the balance between time-to-market, cost to implement, and delivered value- Establish and manage a release management strategy for the service to maximize commercial value and impact- Use expertise to provide input into the continuous improvement of the services development methodology and its practices- Manage strong working interlocks with all business teams and functions required in the development process, together with a verified RACI for all work to be undertaken#J-18808-Ljbffr
