AdTechTalent
Other1 month agoOn-site

Merkle

Service Manager (Enhancement)

project managementSDLCJiraConfluenceapplication supportIT operationsreportingenhancements

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Mid-level

Years experience

3-5

Location

Makati City, Philippines

Full job description

Manage the lifecycle of enhancement tickets including scoping, scheduling, and deployment. Lead internal projects to improve departmental processes and workflows. Collaborate with Support teams to differentiate incidents from feature requests. Provide weekly and monthly data-driven reports on enhancements and initiatives. Serve as liaison between support and development teams to ensure technical requirements and milestones are met. Requires project management experience, knowledge of SDLC, technical literacy, strong communication and reporting skills, proficiency in Jira and Confluence, and preferably experience in Application Support or IT Operations.

What you'll do

  • Full ownership of the lifecycle for all enhancement tickets, ensuring proper scoping, scheduling, and deployment
  • Lead and manage internal projects to improve departmental processes, technical capabilities, or team workflows
  • Collaborate with Support teams to distinguish between standard incidents and new feature requests
  • Provide clear, data-driven weekly and monthly reports on progress, status, and timelines of enhancements and initiatives
  • Act as primary point of contact between support groups and development teams to ensure technical requirements are met and milestones are achieved

Requirements

  • Proven background in Project Management
  • Solid foundational understanding of Software Development Life Cycle (SDLC)
  • Ability to understand technical requirements and translate complex progress updates into clear summaries
  • Strong ability to document processes and provide structured reporting
  • Proficiency in Jira, Confluence, or similar project tracking and documentation platforms
  • Experience in Application Support or IT Operations environments is highly preferred

Tech stack

JiraConfluence

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