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Manager

• Manage client relationships and ensure successful delivery of services
• Produce customer and internal service reporting
• Conduct regular reviews with customers
• Handle escalations, issues, problems, and requirements
• Oversee invoicing and financial aspects of assigned accounts
• Perform monthly forecasting of project costs and revenue
• Ensure ISO20000 compliance and best practices
• Identify and implement continual service improvement initiatives
• Manage business risk and ensure business continuity
• Achieve customer satisfaction targets and improve initiatives
• Explore opportunities for new or additional work within existing customers

Service Delivery Manager

Business Analyst

• Work closely with business stakeholders, solution architects, and technical teams to deliver high-quality, detailed business requirements
• Gather and analyse business needs, translating them into functional specifications and user stories in Jira
• Support developers and testers during the build and test phases to ensure accurate implementation
• Lead and participate in end-to-end project activities, from requirement gathering and workshops through to solution design, development, and delivery
• Gather, analyse, validate, and document business and system requirements using structured techniques
• Facilitate workshops with stakeholders to elicit and prioritise requirements and ensure alignment with business objectives
• Create detailed functional specifications, process flow diagrams, and Jira user stories with complete user acceptance criteria (UAC)
• Review and validate acceptance criteria (AC) from the customer, covering both simple and complex modules
• Collaborate with developers and testers to ensure requirements and acceptance criteria are clear, testable, and traceable
• Identify and document technical debt, dependencies, and edge cases that may impact scalability or upgrade potential
• Conduct options analysis, impact assessments, and feasibility studies to evaluate solution alternatives
• Manage stakeholders across all levels—from senior leadership to delivery teams—both internally and with clients
• Support and coordinate User Acceptance Testing (UAT) to ensure the delivered solution meets business needs and quality standards
• Assist in post-implementation reviews, identify lessons learned, and recommend process improvements