Description:

Key Responsibilities:

Customer Relationship & Service Management:

- Act as the primary point of contact and trusted advisor for all service-related issues, escalations, and integration actions.

- Partner with the customer to implement ITIL/ITSM best practices, ensuring alignment with business goals and operational excellence.

- Serve as the customers remote service advocate, coordinating across delivery and account teams to ensure exceptional service quality.

- Proactively engage with customers to support their digital transformation journey, providing data-driven insights and guidance on strategic initiatives.

- Drive continuous improvement by identifying opportunities for process enhancement and innovation.

Program & Delivery Management:

- Oversee end-to-end service delivery and ensure contractual SLAs and KPIs are consistently met.

- Lead cross-functional collaboration between technical, account management, and transition teams for smooth onboarding and operations.

- Manage escalations and coordinate with engineering, product, and senior management for timely resolution.

- Maintain detailed outage communications, action plans, and RCA documentation to ensure transparency and accountability.

- Govern any changes to service scope or deliverables, ensuring proper evaluation of impact on cost, schedule, and quality.

Leadership & Team Development:

- Provide leadership and guidance to GMS support teams, ensuring clarity of goals and strategic alignment.

- Motivate, mentor, and evaluate team members, fostering a culture of accountability and excellence.

- Build strong internal partnerships to remove barriers, accelerate outcomes, and promote cross-team collaboration.

- Actively contribute to organizational innovation, growth, and simplification initiatives.

Essential Skills & Competencies:

- Certifications: PMP / Prince2 / ITIL preferred.

- Prior experience managing Managed Services for enterprise clients.

- Strong grasp of technology fundamentals, IT service management, and emerging tech trends.

- Exceptional skills in stakeholder management, communication, and negotiation.

- Proven ability to influence across organizational levels and drive business outcomes.

- Strong analytical and problem-solving skills; capable of translating business challenges into actionable solutions.

- Experience in risk identification and mitigation planning.

- Agile mindset flexible, adaptive, and able to thrive in ambiguity.

- Excellent written, presentation, and interpersonal communication skills.

- Demonstrated track record of building strong customer relationships and managing complex IT programs.

- Team player and mentor encourages collaboration, learning, and professional growth.

Education & Experience:

- Bachelors degree in a relevant field; advanced degree preferred.

- 5+ years of experience managing complex, transformative IT programs such as software development, datacenter migrations, or cloud initiatives.

- Proven program and project management skills with high organizational capability.

- Demonstrated fluency in English (spoken and written).

- Experience in global, enterprise-level managed services environments is highly desirable