Service Delivery & Operations

Own end-to-end service delivery for assigned clients, ensuring services are delivered in line with SLAs, KPIs, and contractual agreements
Monitor service performance, proactively identify risks, and drive continuous service improvement initiatives
Manage incident, problem, and change processes to ensure timely resolution and minimal business disruption
Develop and continuously optimize operational processes, governance structures, and customer support models
Drive operational excellence initiatives and ensure high-quality service standards across all engagements
Oversee onboarding and integration of new services, customers, and team members
Ensure efficient and scalable service operations in collaboration with consulting, delivery, and development teams

Client Relationship Management

Act as the primary point of contact for clients regarding all service delivery matters
Build strong, trusted relationships with customer stakeholders on operational and senior management levels
Lead regular service review meetings including SLA reporting, trend analysis, service improvements, and strategic planning
Ensure high customer satisfaction through proactive communication, responsiveness, and solution-oriented service management
Understand customer business processes and identify opportunities for additional value creation and follow-up projects
Support upselling and managed service growth initiatives together with sales and account management teams

Build, lead, and develop cross-functional teams consisting of Consultants, Client Success Managers, Developers, and Support Specialists
Create a collaborative, high-performance, and customer-centric service culture
Coordinate internal and external stakeholders across multiple projects and customer engagements
Coach, mentor, and support team members in their professional development
Ensure clear ownership, accountability, and effective escalation management across teams

Produce and present accurate service reports covering SLA performance, incidents, risks, improvements, and customer health metrics
Support contract management, renewals, service scope discussions, and commercial negotiations
Monitor service costs, resource utilization, and operational efficiency to ensure sustainable and profitable service delivery
Support proposal development, solution scoping, and managed service transition activities
Collaborate with Sales, Presales, Consulting, and Delivery teams to develop scalable and value-driven service offerings

Identify opportunities to improve service processes, tooling, automation, and customer experience
Drive service optimization initiatives aligned with company best practices and customer needs
Support governance, audits, compliance requirements, and quality assurance activities
Promote modern delivery approaches including Agile, DevOps, and continuous improvement methodologies