Manager, Software Release Management

Key Deliverables

• Manage and develop a technical team focused on software updates for managed service customers
• Create and enforce processes to enhance client service and internal efficiency
• Monitor and ensure timely resolution of customer issues, maintaining high satisfaction
• Oversee SRM program compliance and contractual requirements

Role Responsibilities

• Lead onboarding and participate in cross-functional collaboration with Incident Management and Service Transition teams
• Review and improve processes based on team feedback
• Monitor ticket activity, hygiene, and customer satisfaction
• Provide after-hours support and participate in the manager on-call rotation