The Production Support Manager will be responsible for managing business prioritisation of defects, incidents and small change requests and any competing priorities to ensure that they are effectively delivered to the business in the right order and at the right time to meet business requirements.
Working closely with Business Change, IT Portfolio Management, Delivery Management, Business Acceptance Test team and Release Management functions, this role will be key to ensuring that we deliver continuous, incremental improvements to the business. The role will also be accountable for the communication and stakeholder management of changes related to the systems that are operated across multiple business areas (ie Atcore, ACSS, etc., understanding as part of this, the up and downstream changes required to business processes and technology. The role holder is responsible for establishing and maintaining the business prioritisation process for incidents, defects and small change requests, and continuous improvement of this.
What you will be doing
Create, maintain, manage & continuously review the backlog of small changes to ensure that they are prioritised in line with overall business priorities.
Working with the senior leadership of the Business Change function, ensure that the prioritisation criteria is regularly reviewed, is communicated to relevant stakeholders and is applied to the current backlog.
Working with Business Change Managers to triage new changes (defects, incidents, small CR's) to understand the impact on the Business in detail, quantifying the impacts to Customers, Colleagues and Shareholders.
Act as a single point of contact for all smaller changes which form part of the backlog (changes not related to a specific project, for example change requests identified post-project warranty or defects agreed to remain open at project closure) - this will be achieved working in conjunction with the Business Change Managers.
Work with Release Management and the Delivery and Project Teams to prioritise defects in the build up to all simple and complex releases to ensure that defects are prioritised consistently and that the right decisions are made at the point that code needs to be locked down.
Establish and regularly review the prioritisation criteria and communicate to relevant stakeholders
Accountable for the communication and stakeholder management of changes related to this, understanding the up and downstream changes required to business processes and technology
Work with Business Change, Business Leads and IT Teams to ensure that any known defects which will not be fixed prior to go-live have a clearly articulated impact and that any remedial actions are taken to manage this (eg interim processes, commercial compromises accepted).
Highlight Risks and Issues with items that are on the Backlog using the UK&I Risk Framework and escalate any significant Risks and Issues to the Business Change senior leadership team.
Maintain regular communications with all relevant stakeholders to provide a clear view on which changes will be delivered and when, ensuring that the relevant Business Areas are ready to accept the changes.
Work with Business Change team to ensure that any dependencies are considered as part of the prioritisation activity, ensuring that changes are delivered at the appropriate time to the business teams.
Work with key stakeholders to continually improve the end-to-end processes related to maintenance release management
Be the voice of the customer - ensuring that the impact of changes on customers is understood, articulated and is at the heart of decision making.
What we are looking for
Excellent commercial acumen and decision making skills
Effective interpersonal and influencing skills to drive strategy across business units and up into the Board.
Experience of managing suppliers to deliver business requirements to timescales and budgets.
Excellent verbal and written communication skills
Confidence to make clear decisions and recommendations
Able to work on own initiative (proactive attitude)
Awareness of commercial targets and constraints and the ability to work to these
Drive, resilience and energy and the ability to adapt quickly to changes in priority
Ability to see the big picture, analyse complex delivery schedules and evaluate ways to meet expectations
Issue management and escalation
Forward thinker looking to actively improve performance via new methods
Understands customer needs
Familiarity with project management methodologies
Sufficiently technical - understand the processes required to deliver technical changes, and understand at a high level the technical architecture.
Able to evaluate trends and outliers in order to make recommendations future process & technical improvements
Working within TUI group
Help make our customers smile and in return you will be rewarded with a competitive salary, pension scheme and some fantastic additional benefits including holiday, flight and foreign exchange discounts, a childcare voucher scheme and lots of additional discounts and offers*
TUI UK and Ireland is the UK's largest tour operator with key brands including Thomson and First Choice. We employ a team of 13,300 employees and serve over 5.2 million customers each year.
TUI Group is the world's number one integrated tourism business operating in around 180 countries worldwide with over 1,800 travel agencies across Europe, six airlines operating more than 130 aircraft, more than 300 Group-owned hotels and resorts and twelve cruise ships. Our 77,000 colleagues, all with a passion for holidays, work hard to deliver our customer promise Discover your smile
How to apply
Please click on the link below, the application process consists of answering a few questions and uploading your CV.