Job Description:Serve as the primary point of contact for service delivery mattersEnsure services are delivered in accordance with SLAs and quality standardsMonitor KPIs (response time, resolution time, uptime, customer satisfaction)Manage escalations and ensure timely issue resolutionLead incident management and post-incident reviews (RCA)Coordinate service transitions, upgrades, and changesProvide regular service performance reports to clients and senior managementLead and support service delivery teams to meet operational targetsDrive continuous service improvement initiativesRequirementsQualifications:Bachelor’s degree in IT, Engineering, or related field2 years of experience in service delivery, IT operations, or managed servicesProven experience managing client relationships in SLA driven environmentsStrong knowledge of incident, problem, and change management processesExperience leading cross functional technical teamsStrong reporting and documentation skillsITIL certification (preferred)
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
Requirements
Qualifications:
- Bachelor’s degree in IT, Engineering, or related field
- 2 years of experience in service delivery, IT operations, or managed services
- Proven experience managing client relationships in SLA driven environments
- Strong knowledge of incident, problem, and change management processes
- Experience leading cross functional technical teams
- Strong reporting and documentation skills
- ITIL certification (preferred)
