Application Technical Support and Project Delivery Specialist

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Program Project Management
Good to have skills : AI Agents & Workflow Integration
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Role Summary
Accountable for the end to end delivery of medium to large technical projects, while actively driving the adoption of AI enabled efficiencies across the project management lifecycle.
The role combines strong delivery discipline with the practical application of AI to reduce manual overhead, improve data quality, enhance stakeholder communication, and surface cross project insights.
This role augments existing delivery governance, improving productivity and decision quality without duplicating established controls or processes.

Key Responsibilities
Project Delivery & Control
- Deliver projects within agreed scope, schedule, budget, and quality parameters
- Develop and manage integrated project plans, milestones, and dependencies
- Maintain financial control, forecasting accuracy, and delivery discipline
- Provide structured, concise updates to senior stakeholders
- Coordinate distributed teams and third party contributors as required
Risk, Issue & Stakeholder Management
- Proactively identify, manage, and mitigate delivery risks
- Escalate material issues clearly and appropriately
- Maintain consistent stakeholder engagement and expectation alignment
- Operate calmly and effectively in high pressure delivery scenarios
Scope & Change Management
- Enforce scope control and delivery discipline
- Analyze change impacts and ensure formal governance adherence
- Drive clear acceptance and sign off of deliverables

AI Enabled Delivery Efficiency
Reduction of Manual Overhead
- Identify repetitive, manual project management activities suitable for automation
- Contribute to AI enabled solutions that reduce reporting and administrative effort
- Streamline documentation and recurring communication workflows
Stakeholder Communication Optimization
- Improve clarity, structure, and signal quality of executive updates
- Reduce reliance on fragmented, manual communication channels
- Enable more data driven prioritization and escalation
Cross Project Insight & Trending
- Support trend analysis across multiple projects
- Identify recurring patterns in schedule slippage, risk themes, and capacity constraints
- Improve early visibility of systemic delivery issues
Data Integrity & Quality
- Identify inconsistencies in risks, issues, actions, and project summaries
- Contribute to AI driven anomaly detection and data validation
- Improve standardization, accuracy, and reliability of project data
Productivity & Capacity Improvement
- Contribute to measurable improvements in PM to project ratios and overall delivery capacity
- Reduce manual overhead while maintaining governance rigor
- Enable teams to manage increased delivery scope more effectively

Required Skills & Experience
Project Management & Delivery
- 57+ years of project management experience
- Proven delivery of medium to large technical projects
- Strong schedule, financial, and risk management capability
- Experience working with technical teams and diverse stakeholders
- Demonstrated ability to improve delivery processes in live environments
AI & Technical Acumen
- Strong understanding of AI concepts relevant to structured delivery environments (LLMs, ML, automation, structured data)
- Ability to translate project delivery pain points into structured AI requirements
- Experience working alongside developers on AI enabled use cases
- Technically literate, with awareness of systems or infrastructure environments
- Experience embedding AI enabled improvements across teams or functions
Professional & Client Skills
- Strong client and stakeholder management, including end client engagement
- Clear, structured verbal and written communication skills
- Strong critical thinking and problem solving capability

Career Level Expectations CL7
- Operates independently with accountability for complex delivery outcomes
- Influences how AI is applied to improve delivery productivity at scale
- Acts as a force multiplier across delivery teams, not just a single project
- Balances innovation with delivery discipline and governance

Success Measures
- Projects delivered within agreed controls and stakeholder expectations
- Measurable reduction in manual reporting and administrative effort
- Improved quality, consistency, and trust in project data
- Clearer, more structured stakeholder communications
- Actionable cross project insights in use
- Demonstrable improvement in team productivity and capacity

Resource needs to be AI Ready.