• Engender support and belief in department and team services across the leadership team.• Establish capability within the team that drives innovation and business outcomes, in particular customer service.• Collaborate with customers to ensure engagement and support for strategies and roadmaps.• Analyze delivery performance issues and recommend any changes to eliminate the root cause of the problem.• Manage risk and impact on the customer change requests and identify service implications.• Ensure standard tools and repeatable processes are adopted and maintained for the services provided.• Govern the delivery of the Managed Services and key vendors to agreed OLA’s and SLA’s.• Manage incident trends and ensure adequate root cause investigation and remediation is conducted.• Manage response to and restoration of services to normal operation within SLA.• Ensure all solutions to be supported by the team comply with platform architecture, patterns, policy and design.• Ensure non standard delivery (non catalog activities) are captured and managed through appropriate governance and delivery processes. • Foster a strong Customer Inspired culture within the team.• Develop a strong collaboration between Management Systems and our stakeholders (Internal BAU/Design Teams, Serviceline and Customers) to drive results, enhance capability and build effective working relationships.• Customer focused with the skilled ability to interpret and analyse customer requirements; influence design solutions in-line with Spark Digital strategy; utilize established internal and external networks to promote innovative solutions for customers.• Skilled ability to handle complexity and uncertainty.• Strong internal consulting skills including facilitation.• Skilled ability to contribute to and understand strategic perspectives, and translate to tactical actions.• Flexibility and resilience in responding to multiple changing priorities.

Symantec Endpoint Management & Mobility Suite addresses the growing need to contain the high cost and complexity associated with managing endpoints today, while simultaneously insuring maximum end user productivity. Greater user mobility, adoption of multiple computer models, and proliferation of various virtualization technologies all contribute to the growing conflict between IT costs and end user flexibility. Symantec Endpoint Management & Mobility Suite offers products to improve both sides of that equation for all users, regardless of device, location or connectivity.My current position sees me provide backline and advanced level support to Symantec Endpoint Management & Mobility customers/partners, assisting with the resolution of the most technically challenging issues. This is accomplished through advanced diagnostics, issue replication and testing, remote access to customer equipment, and interfacing with other Symantec Endpoint Management & Mobility Support, Dev and QA resources.