Key Responsibilities

Service Delivery Management

Own the overall delivery of managed services eg infrastructure applications end user mgmt Ensure compliance with SLAs KPIs and contractual obligations

Monitor service performance and drive corrective actions when needed Lead service review meetings weekly monthly quarterly

Client Relationship Management

Serve as the primary point of contact for key stakeholders Build strong trusted client relationships Manage escalations and major incidents Identify opportunities for service enhancement or upselling

Operational Leadership

Lead cross functional teams like service desk network cloud security etc Oversee incident problem and change management processes Ensure adherence to frameworks such as ITIL best practices Drive automation and continuous service improvement initiatives

Financial and Commercial

Oversight Manage service budgets and cost controls Track revenue margins and ...