Job Description
Job Description
- Serve as the primary point of contact for service delivery matters
- Ensure services are delivered in accordance with SLAs and quality standards
- Monitor KPIs (response time, resolution time, uptime, customer satisfaction)
- Manage escalations and ensure timely issue resolution
- Lead incident management and post-incident reviews (RCA)
- Coordinate service transitions, upgrades, and changes
- Provide regular service performance reports to clients and senior management
- Lead and support service delivery teams to meet operational targets
- Drive continuous service improvement initiatives
Qualifications
Minimum Qualifications:
- Bachelor’s degree in Business, IT, Engineering, or related field
- 3 years of experience in service delivery, IT operations, or managed services
- Proven experience managing client relationships in SLA driven...