Key Responsibilities: Oversee and manage the delivery of application support and new developmentsEnsure adherence to SLAs and governance protocols, maintaining high-quality service delivery Act as the primary point of contact for stakeholders, facilitating effective communication and addressing escalations promptlyMonitor and manage incident escalations, ensuring resolution within agreed timelinesCoordinate Agile practices, including sprint planning, stand-ups, and retrospective meetingsCollaborate with the Business Analyst and technical teams to prioritize tasks and allocate resources effectivelyReview performance metrics, prepare status reports, and provide updates to DHA stakeholders regularlyDrive continuous improvement initiatives to enhance service efficiency and user satisfactionManage team capacity, including cross-training plans, to ensure business continuityIdentify and plan for any additional skill sets or resources required, ensuring alignment with the rate card and budgetRequirementsBachelor's Degree in Computer Science, Business Administration, or a related field5+ Years relevant experienceStrong knowledge of ITIL framework and service management practicesProven experience managing client relationships and understanding client needsExcellent interpersonal, communication, and leadership skillsAbility to analyze performance metrics and implement changes for continuous improvementProficient in using service management tools and reporting systems