Purpose 
  Managing the operational part of the IWM Release, Test and Demand Management. 

 


Tasks and Responsabilities 


- Managing the service delivery process: requirements management, release and change management, as well as test management.
- Identifies key issues, risks, limitations or problems that may interfere the sales process.
- Collaborates closely with internal and external stakeholders to assess business objectives and ensures that Demand Management, Release and Test Management activities are executed as defined and agreed with involved stakeholders.

- Defines and monitors performance indicators to keep track of product and service goals.

- Plays active role in mitigating impediments impacting successful team completion of release goals.

- Ensure service documentation is developed and maintain the following service documentation:


o Configuration Management plan.
o Quality Assurance plan.
o Service Measurement plan.
o Stakeholder analysis.
o Communication plan.
o RACI matrix.
o Working instructions.- Support the SA/SLA/OLA definition agreed with ITG/M.

- Maintain the service description and delivery approach updated.

- Preparation of service reports (including KPI calculation).

- Attend service meetings with the service team.

- Attend regular meeting to discuss service lessons learned.

- Follow up the execution of the lessons learned derived from the meeting.

- Participate and support the quality audits.

- Implement service improvements.

- Maintenance of IWM non-personal-mailboxes including answering, follow up, initiation of clarification etc. 


This position involves not only the mentioned operative tasks and responsibilities, but also the internal coordination of the Backfilling, Control Center and MBC Pos Onboarding resources, to ensure knowledge transfer, on boarding, and task performance is successfully achieved.
 
It also involves internal reporting and stakeholder management, status update and coordination of the different services inside the iWM scope at ITS Madrid, as well as leading the team internally in all operative tasks.