Product Development

**Description**:
**Overview**

Good2Give is a dynamic and fast-paced environment, where Product Development and Technical Support provides a critical service. Our clients are companies, their employees, for whom we grant philanthropic donations to around 2,700 charities across Australia and New Zealand.

Our primary objective is to deliver exceptional service to our clients.

**Position Accountabilities**

The Product Development & Technical Support Manager is accountable for:

- Managing the evolution of our core product by capturing requirements, documenting, and driving the development of new functionality within the product by our offshore development team
- Working closely with the G2G business to understand complex issues and to resolve
- Interfacing with the third-party technical provider and developers to ensure quick incident resolution and service request delivery, eg AWS, Azure, DNS Providers,...
- Delivering fully tested product changes into operation and support, ensuring it is fit for ongoing operations
- Running regular and ad-hoc reports on behalf of clients and internal stakeholders
- Providing support, where required to the onboarding and upgrade of clients
- Preparing knowledge articles and review and approve those created by others
- Managing the adoption and usage of all SaaS products implemented at Good2Give
- Working closely with third parties to ensure internal IT services are delivered to expectation
- Managing the relationship with key third parties to ensure their services meet the contractual commitment, eg AWS, DNS Providers,...
- Managing the relationship with partners to ensure common direction and understanding

**Responsibilities**

As a key member of the Good2Give team, responsibilities and tasks of this role include:

- Working closely with all of Good2Give, with a focus on delivering exemplary customer service for our different solutions
- Working closely with the Technical Sales Support & Implementation Manager
- Ensure all platform users have or can access the system knowledge required to carry out their roles, with a key focus on building their self sufficiency
- Owning the ongoing operational delivery of platform services to clients by measuring, tracking and reporting operational outcomes in a monthly dashboard ensuring services achieve committed Service levels
- Owning the achievement of Budget, Scope and Timeframes for operational aspects of the environments
- Maintaining a dialogue with Clients, Partners, and Charities on operational and performance matters to ensure we understand and meet their needs.
- Abiding by and promoting G2G Corporate Standards and Policies

**Requirements and Attributes**
- Minimum Five years working on the development, operation, and support of a digital products
- Exposure to ITIL service management frameworks and disciplines
- Exposure to digital platforms and familiarity with contemporary development approaches and technology
- Flexible, willing to learn, driven to improve.
- Proven ability to engage and influence peers and customers and engage with a diverse group of stakeholders.
- Proven vendor service management experience
- Exposure to Business Intelligence and Data Analytics
- Familiarity with Cyber Security and compliance regimes
- Ability to work under pressure and organise priorities to meet deadlines
- Collaborative
- Self-motivated with the ability work autonomously

**Key Relationships**
- **Chief Technology Officer** - Direct Manager
- **Technical Sales Support and Implementation Manager** - Work closely to design, test and deliver new services and resolve operational issues
- **Service Desk and Business Process Management** - Work closely to understand their needs, answer their questions and build their product knowledge, working to ensure their self sufficiency.
- **Third Parties** - work closely to ensure they meet operational expectations, understand requirements, and deliver on requirements.

**Role Type**:

- In-house - Permanent - Full-time - Mid-Senior Level

**Company Overview**:

- Good2Give inspires and enables businesses and their employees to support the communities they care about. We offer technology platforms to make payroll giving easy, we work with clients to support their corporate grants programs and manage their foundations, and we offer consulting and advisory services to corporate and charity clients.