Job Description
Key Responsibilities
Customer Engagement & Communication
- Act as the primary interface to a key customer stakeholder across the account
- Own all communication including:
- Service updates
- Provide updates on progress on key issues/escalations, risks, and outcomes
- Escalation handling
- Ensure consistent, accurate, and timely messaging across all delivery towers
- Maintain strong relationships with:
- Customer IT and operations teams
- Customer senior leadership and key stakeholders
- Manage expectations and ensure stakeholder satisfaction
- Vendor partners
Governance & Service Leadership
- Lead governance cadence:
- Participate in Weekly Operational Reviews
- Drive Monthly Service Reviews (MSR)
- Drive Quarterly Executive Reviews
- Maintain alignment to:
- Service Level Agreements, Service targets
- Strategic roadmap
- Cross-terminal consistency
- Ensure all towers operate under:
- One plan
- One communication model
- One accountability structure
Coordination & Cross-Functional Alignment
- Coordinate activities across cross-functional teams
- Ensure clear ownership and accountability for all customer-impacting activities
- Remove silos and misalignment across teams
- Engage relevant stakeholders (e.g., SDMs, CSMs, SMEs) as required
Escalation & Incident Management (Including On-Call)
- Own the end-to-end escalation lifecycle
- Be available on-call for critical escalations (P1/P2) outside business hours
- Lead Coordination across cross functional teams
- Determine when to activate:
- Escalation
- Ensure:
- Unified action plan across all teams
- Clear ownership and timelines
- Controlled communication to the customer
Escalation Alignment
- Work closely with leaders as a cross-functional escalation overlay
- Ensure when escalation is activated:
- Teams operate as a single execution unit
- Duplicate analysis is eliminated
- Root cause is clearly established
Risk & Issue Management
- Proactively identify risks across:
- Infrastructure
- Application
- Database
- Integrations (EDI, messaging)
- Operational processes
- Drive mitigation plans before customer impact
- Escalate to executive leadership when required
Program Accountability & Performance
- Own the enterprise-wide SLA scorecard across the account
- Ensure:
- SLA adherence (incidents, requests, RCA timelines)
- Reduction in P1/P2 incidents
- Improved MTTR and system stability
- Drive continuous improvement initiatives across all towers
Financial & Commercial Oversight
- Maintain visibility across:
- Work Orders (WOs)
- Scope boundaries
- Resource allocation
- Support:
- Renewals
- Expansion opportunities
- Commercial alignment with delivery
Reporting & Analytics
- Produce:
- Operational summaries
- Monthly executive presentations
- Monthly SLA and trend reports
- Quarterly executive dashboards
- Ensure:
- Data accuracy and consistency
- Clear insights into:
- Incident trends
- Escalation patterns
- Service performance
Team Leadership & Coordination
- Lead a multi-tower delivery ecosystem
- Ensure:
- Clear roles and responsibilities
- Effective handovers and shift alignment
- Readiness for audits, peak operations, and critical events
Qualifications & Experience
- 10–12+ years in:
- Program Management
- Managed Services / Support leadership
- Strategic account management
- Experience managing:
- Multi-tower delivery (cross functional team experience is a must)
- Mission-critical systems
- Strong understanding of:
- N4 TOS
- Terminal operations
- SQL Server / databases
- Integrations (EDI, Kafka/AMQ)
- Cloud and on-prem environments
- Proven ability to:
- Operate under pressure
- Manage escalations
- Influence without direct authority
- Leadership and team management
- Strategic thinking
- Communication and negotiation
- Risk management
- Budgeting and financial planning
- Problem-solving and decision-making
Success Measures
- SLA adherence across all terminals
- Reduction in business and mission critical incidents
- Faster and more effective RCA delivery
- Strong customer satisfaction and confidence
- Predictable and aligned delivery across all towers
- Measurable service improvements and innovation outcomes
Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
