Job Description

Job Summary

This role is responsible for fostering exceptional customer satisfaction through ownership of operational relationships, managing risks, and driving SLA delivery. The role leads teams and solves complex issues, contributing to strategic growth and seamless service delivery. The role proactively manages issues that could impact service delivery, identifies and drives transformation optimization while managing scope, resources, cost of delivery and coordination.

Responsibilities

Develops and nurtures excellent customer satisfaction by owning operational relationships and understanding local requirements for strategic contributions. Serves as the primary contact for operational issues, managing performance metrics, reporting, and communication. Manages expense targets and ensures performance goals for service delivery, implementing corrective actions as needed. Manages risk for low-risk projects and supports timely, cost-effective SLA delivery across functions. Leads a team for seamless service delivery, contributes to service delivery plans, and supports custom solutions. Provides support to all account delivery managers within assigned region on issues such as management of difficult accounts and high-quality customer communications. Measures and reports KPIs, identifies revenue opportunities, and ensures compliance with policies and regulations. Drives alignment around business review meetings, regular reporting intervals, structures, and cadences. Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently. Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience

Recommended

Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence. Typically has 4-7 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications

NA

Knowledge & Skills

NA

Cross-Org Skills

Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity

Impact & Scope

Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Responds to moderately complex issues within established guidelines.

Disclaimer

* This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.