What You'll Do

• Oversee end-to-end service delivery to clients, ensuring SLAs and KPIs are met or exceeded
• Coordinate with technical and operational teams to align services with client requirements
• Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability
• Act as the main escalation point for customers, ensuring timely resolution and proactive communication
• Collaborate with Technical Support teams and external vendors to provide operational guidance and strategic direction
• Identify and mitigate operational risks that may impact contractual obligations
• Lead customer communications, including regular service review meetings
• Build and maintain strong customer relationships through regular remote and in-person engagements
• Act as a trusted advisor, aligning service delivery with clients' business needs and objectives
• Tailor communication for various audiences to ensure clarity and alignment
• Manage incident escalations and remove roadblocks, applying ITIL principles and best practices
• Produce and present monthly service reports, including SLA performance, incident metrics, and root cause summaries
• Recommend service improvements and risk mitigation strategies based on service trends
• Ensure compliance with internal governance, security, and regulatory standards
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