JOB DESCRIPTION
Key Responsibilities
Service Delivery & Operations
Manage end-to-end service delivery across multiple customer accounts
Act as the primary operational point of contact for clients
Ensure SLA/KPI achievement and contractual compliance
Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
Coordinate cross-functional teams, vendors, and stakeholders
Manage escalations, risks, and service priorities
Customer & Governance Management
Build strong relationships with customer stakeholders
Lead governance meetings, service reviews, and QBRs
Present service performance, risks, and improvement initiatives
Drive customer satisfaction and handle escalations
Operational Governance
Monitor SLA performance, KPIs, ticket trends, and service quality
Ensure adherence to ITIL processes (Incident, Problem, Change Management)
Maintain operational documentation (SOPs, runbooks, reports)
Manage vendor performance and contractual obligations
Service Transition & Continuous Improvement
Support onboarding and transition to BAU operations
Identify operational risks and gaps during transition
Drive service improvement, automation, and optimization initiatives
Collaboration
Partner with Sales/Account teams on customer retention and growth
Work with technical teams and vendors to ensure seamless service delivery
Requirements
Degree/Diploma in IT, Computer Science, Engineering, or related field
Minimum 5 years of experience in IT Service Delivery within a Managed Services environment
Proven experience managing multiple customer accounts
Experience leading cross-functional technical teams and vendors
Strong knowledge of ITIL processes and service management practices
Excellent stakeholder management, communication, and presentation skills
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JOB REQUIREMENTS
please refer to job description for more details.
BUSINESS SEGMENT
Connectivity
PLATFORM
Operating Division