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.
Qualifications & Requirements:
Education & Experience
- Bachelor's degree in IT, Business, Engineering, or a related field.
- 5+ years of experience in service delivery focused on network security, client-facing roles, or project management.
- Experience in IT services, system integration, or managed services is preferred.
Skills & Competencies
- Excellent communication, stakeholder management, and conflict-resolution skills.
- Ability to manage multiple priorities and client expectations simultaneously.
- Data-driven mindset with experience in KPIs and performance management.
What We Offer
- A collaborative, mission-driven culture focused on innovation and growth.
- Opportunities for continuous learning and leadership development.
- Competitive salary and performance-based incentives
Job Type: Full-time