Job Description
Owns the delivery performance of services, ensuring SLA/KPI compliance, service governance, risk control, and client satisfaction. Acts as the operational bridge between clients, internal teams, and partners, driving excellence in IT service delivery across global accounts.
Responsibilities
1. Service Governance & Client Engagement
- Lead Monthly/Quarterly Service Reviews with clients, presenting SLA dashboards, incident trends, and improvement plans.
- Maintain governance frameworks for each account — ticket performance, resource utilization, risk registers, and service roadmaps.
- Partner with Client Success Managers to ensure service performance aligns with client expectations.
2. Operational Oversight
- Govern daily service delivery operations across accounts (Hands & Feet dispatch, field services, infra rollouts, support).
- Ensure SLA/KPI compliance across incidents, requests, and problem management.
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