G02 - Delivery Manager

The Delivery Manager will focus on the standard industry product delivery scopes with specific to the following areas to enhance operational efficiency and support product scalability:

Product Operations & Support

• Analyze and categorize user requests, inquiries, and user-related support tickets, including billing ops and billing adjustment.
• Housekeep existing product tasks and operational escalation tickets in Jira boards and email.
• Manage day-to-day user inquiries, feedback, and support tickets across agencies, TechOps, and cross-functional teams such as WoG ICT Infra (Nuclues), SEED/TechPass, BizOps/CSTACK, etc.
• Assist in refining and updating technical documentation for GCC Hosting Models, working across engineering and operations teams to consolidate feedback and integration points across Cloudscape, GCSOC, SHIP-HATS, TechPass/SEED, APEX, CSTACK, etc. Also may have to work with various CSPs on aligning their features with GCC Hosting Models.

User Engagement & Testing Support

• Assist in user testing and coordinate user sessions with selected internal and external users to gather feedback on product usability and improvement.
• Gather user feedback and submit user request and feedback improvements for prioritization.
• Collate monthly product numbers across Cloud Service Providers (CSPs) for product scorecard reporting.

Backlog Grooming & Feature Support

• Support PdM with the affected feature request intake, prioritization, and backlog management to ensure alignment with product strategy.
• Assist PdM in product-related task coordination across developers, operations, UI/UX, and QE teams throughout the product lifecycle.
  

Content & UI/UX Support

• Facilitate and support creating and maintaining simple user manuals, guides, and product-related content.
  
• Preferably stay updated with the latest web technologies and UI/UX trends to propose UI/UX improvements.
  

Cloud Network & Technical Knowledge

• Have a basic understanding of cloud network routing and cloud resource deployment to provide informed operational support.
  Develop skills in user validation testing and technical writing for user documentation and manuals.
• Preferably have previous work experience in government cloud environment