Description and Requirements
Service Delivery & SLA Governance
- Own day-to-day delivery of all contracted IT and infrastructure services, ensuring consistent compliance with SLAs, OLAs, and KPIs.
- Monitor, report, and act on service performance metrics (e.g., availability, MTTR, MTTA, ticket aging, first-time fix rate).
- Lead internal and customer-facing service review meetings (weekly operational, monthly business reviews) with data-driven insights and clear action plans.
- Identify SLA risks early and drive remediation to prevent breaches escalate commercial implications where necessary.
Incident & Problem Management
- Serve as the primary escalation point for major incidents and service disruptions coordinate cross-functional response and customer communications.
- Ensure timely, high-quality root cause analysis (RCA) and implementation of preventive actions to reduce repeat incidents.
- Maintain and continuously improve incident runbooks, escalation paths, and operational playbooks.
Customer Satisfaction & Relationship Management
- Act as a trusted operational partner to the client's technical and business stakeholders proactively manage expectations and service perception.
- Drive initiatives to enhance customer experience (CX), including feedback loops, satisfaction surveys (CSAT/NPS), and service improvement plans (SIP).
- Partner with the Account Team to identify opportunities for service expansion or value-added offerings.
Operational Excellence & Continuous Improvement
- Standardize and optimize operational processes (change, problem, capacity, availability management) aligned with ITIL best practices.
- Champion automation, tooling enhancements, and knowledge management to improve efficiency and reduce manual effort.
- Ensure operational readiness for new services, transitions, or scope changes-including documentation, training, and monitoring integration.
Team & Vendor Leadership
- Lead and develop a high-performing operations team (onshore/offshore), fostering accountability, capability, and a customer-first mindset.
- Govern third-party vendors and subcontractors against contractual obligations, performance standards, and quality expectations.
- Collaborate with HR and Finance on resourcing, budgeting, and cost-to-serve optimization.
#LPS
