Key Responsibilities:

1. Service Management & Delivery

• Ensure 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 Management

• Act 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 & Coordination

• Manage 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 Improvement

• Identify 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 & Reporting

• Track and report service performance, incidents, and trends.

Ensure compliance with contractual terms, regulatory standards, and internal policies.