Key Responsibilities:1. Service Management & DeliveryEnsure end-to-end delivery of managed services and solutions across client accounts.Monitor and manage SLAs, service quality, and performance metrics.Lead regular service reviews with clients and internal teams.2. Client Relationship ManagementAct as the primary point of contact for service delivery for key clients.Build and maintain strong, trust-based relationships with clients.Handle escalations and ensure timely resolution of service issues.3. Team Leadership & CoordinationManage and coordinate cross-functional teams (e.g., support, technical, operations) for service fulfillment.Coach and support service teams to ensure continuous improvement and accountability.Align team performance with strategic objectives and KPIs.4. Continuous ImprovementIdentify opportunities to improve service delivery processes and client experience.Drive implementation of ITIL best practices, automation, and standard operating procedures.Contribute to operational excellence initiatives and internal reporting.5. Governance & ReportingTrack and report service performance, incidents, and trends.Ensure compliance with contractual terms, regulatory standards, and internal policies.