Job Description
Key Responsibilities
Service Delivery Management
Own the overall delivery of managed services eg infrastructure applications end user mgmt Ensure compliance with SLAs KPIs and contractual obligations
Monitor service performance and drive corrective actions when needed Lead service review meetings weekly monthly quarterly
Client Relationship Management
Serve as the primary point of contact for key stakeholders Build strong trusted client relationships Manage escalations and major incidents Identify opportunities for service enhancement or upselling
Operational Leadership
Lead cross functional teams like service desk network cloud security etc Oversee incident problem and change management processes Ensure adherence to frameworks such as ITIL best practices Drive automation and continuous service improvement initiatives
Financial and Commercial
Oversight Manage service budgets and cost controls Track revenue margins and billing a...