Hosting Product Manager
Posted 4 days ago by Job Board - CVLibrary on CVLibrary
£450 Per day
Undetermined
Onsite
Central London
6 month Initial Contract
Active SC Cleared needed
Westminster London 2 days per week onsite
The Hosting Product Manager will be responsible for day-to-day operation of IDD s contact centre telephony solution first and foremost. They will be responsible for:
- Product incident management and resolution, from P1 P4,
- Ticket management using online reporting and case management tools,
- Writing incident reports,
- Collecting product data and compiling regular product reports,
- Assisting the Senior Product Manager in product lifecycle and roadmap development, feeding into the wider strategic IDD product ecosystem,
- Working with the Service Management team to ensure a cohesive Product/Service user experience,
- Ensuring the quality of the product, including continuous service improvement, ensuring that they meet the needs and expectations of the wider business,
- Continuous improvement of Service Design, utilising user feedback to provide a meaningful customer experience,
- Supporting and coordinating technical colleagues and supplier resource to manage and prioritise work to realise critical outcomes,
- Compiling and maintaining the product RAID log, anticipating risks and problems, implementing migitations to defend against them,
- Work with the product team to articulate problems to senior and non-technical stakeholders and helping resolve the problems.
The following experience is desirable:
- Experience or understanding of contact centre technologies,
- Experience in a product management or business analyst role, specific to cloud contact centre technologies and associated products,
- An understanding of common IT infrastructure,
- An understanding of agile methodology,
- An understanding of basic principles of change management (people and technical),
- Senior stakeholder management,
- Management of 3rd party suppliers to tight delivery deadlines,
- Experience in incident management,
- Experience in ticket management and issue prioritisation,
- Experience in staff work/report writing.