Lead, mentor, and manage a diverse team, providing guidance and support to ensure high performance.
Implement, monitor, and report on service delivery metrics to clients and internal stakeholders.
Oversee personnel onboarding, training, and service improvement activities, ensuring adherence to systems, methodologies, and processes.
Drive internal and client meetings focused on delivery performance, service quality, process improvements, and future planning.
Ensure service quality and performance meet client expectations; anticipate future demand and incorporate it into capacity planning.
Collaborate with Business Development and Client Partner teams to support growth, including contributions to Statements of Work and managed services development.
Work with SMEs and stakeholders to define product roadmaps and translate them into actionable user stories or RFPs.
Partner with Talent Acquisition to build strong candidate pipelines, conduct interviews, and support hiring strategies.
Maintain employee retention programs and incentive initiatives to ensure field team satisfaction.
Manage IT components of projects, ensuring delivery meets time, cost, quality, and benefits realization requirements.
Resolve complex issues and risks, taking ownership of escalated problems and implementing effective solutions.
Plan, prioritize, and allocate team workloads based on capacity, capability, and business priorities.
Support continuous improvement and operational excellence in IT infrastructure and software services delivery.
Perform other duties as required to ensure effective service delivery.
