Hypercare Manager - 6 month contract - Outside IR35
MISSION: Lead Post Go-Live Support/Hypercare (for a geographical region or release)
Responsibilities- Define and align with central Program, regional PMO, internal and external stakeholders (global and local) the overall Hypercare approach and plan for the separation program
- Work with programme suppliers/vendors to develop (Hypercare) support models across packaged and bespoke applications and infrastructure with a view to ensuring seamless user experience and service levels post-cutover
- Collaborate closely with End Users in raising and resolving Problem Tickets working along with the appropriate resolver groups to reach an acceptable outcome for the impacted areas of the business.
- Identify the need to refine the overall Hypercare model for specific business scenario's managing the impact with Executive Leadership and their delegated functional representatives as required
- Oversee the implementation of the Hypercare model for a given geography or release, working closely with supplier and vendor teams to understand how contractual obligations for each counterparty are translated into a holistic support approach clearly understood and accessible by the end user community
- Work with Central and Regional Deployment Managers to drive local change interventions required to customise the Hypercare model for a particular geography or functional area of the business
- Supplement knowledge and experience running Early Life Support for the program to include building Entry/Exit criteria and completing Lessons Learnt for successfully elapsed phases of the program
- Interact with the SaaS tool ServiceNow to include raising incident tickets, assigning to resolver groups and generating extracts to identify patterns/groups of inter-related incidents negatively impacting business performance
- Oversee the planning and delivery of Training/Knowledge Transfer to user support groups ensuring adequate depth of knowledge to self-sufficiently resolve user incidents, tracking to current First call resolution rates and service levels
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