Responsibilities:

• Drive, manage and control performance and improvements in service delivery towards a customer;
• Help and supervise internal support units and external service suppliers in achieving SLAs and KPIs required by contracts;
• Lead and coach cross-functional teams in application of process improvements, project and change management industry standards and best practices;
• Manage and maintain customer interactions on a regular basis – lead and participate in customer meetings, monitor performance reports and communications, provide responses to customer requests, etc.;
• Interface with other cross-functional units such as governance, finance, sales and application centers providing the appropriate level of management and collaboration activities in order to achieve business goals;
• Articulate the objectives of an assigned customer delivery project as they apply to the fulfillment of organization and individual objectives.