Role description
Key Responsibilities
Service Delivery & Operations
- Own and manage end-to-end service delivery for assigned accounts/projects
- Ensure adherence to SLAs, KPIs, and contractual commitments
- Monitor service performance and proactively address risks and issues
- Drive incident, problem, and change management processes
- Ensure service continuity and operational stability
Customer & Stakeholder Management
- Act as the primary point of contact for customers on service delivery matters
- Build strong relationships with customer stakeholders
- Conduct service reviews, governance meetings, and performance reporting
- Handle escalations effectively and ensure timely resolution
Team & Resource Management
- Work closely with delivery, engineering, QA, and support teams
- Ensure optimal resource allocation and utilization
- Support onboarding, knowledge transitions, and team enablement
- Coach and mentor team members to improve delivery maturity
Process & Continuous Improvement
- Drive process improvements using ITIL / Agile / DevOps best practices
- Identify opportunities for automation, cost optimization, and efficiency
- Implement best practices for quality, compliance, and governance
- Support audits and compliance requirements (ISO, SOC, GxP, etc., if applicable)
Financial & Commercial Management
- Track service costs, margins, and effort
- Support invoicing, forecasting, and budget management
- Assist in renewals, change requests, and upsell opportunities
