Service Delivery Expert
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1. Strategic Client Leadership:
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* Advise clients on business goals and align services to drive value.
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* Develop customized service strategies for client satisfaction and retention.
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* Lead quarterly business reviews with senior stakeholders to assess performance, risks, and opportunities.
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2. Operational Excellence:
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* Own end-to-end service delivery, meeting or exceeding SLAs, OLAs, and contractual obligations.
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* Identify process inefficiencies and implement corrective actions to optimize performance.
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* Oversee service transitions for smooth handovers from project teams to BAU operations.
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3. Financial & Performance Governance:
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* Monitor P&L, cost efficiency, and profitability for assigned accounts, collaborating with finance teams.
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* Deliver data-driven insights through dashboards and reports, highlighting trends, risks, and improvement areas.
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* Drive upsell/cross-sell initiative by identifying expansion opportunities within existing client portfolios.
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4. Continuous Improvement & Innovation:
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* Champion ITSM best practices (ITIL, Agile, Six Sigma) to refine service models and elevate quality.
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* Lead root-cause analysis (RCA) for major incidents, ensuring permanent resolutions and preventive measures.
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* Spearhead automation & AI-driven solutions to enhance service efficiency where applicable.
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5. Team & Stakeholder Collaboration:
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* Work closely with cross-functional teams (IT, Sales, Finance) to align service delivery with client expectations.
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* Mentor and guide junior team members, fostering a culture of accountability and excellence.
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* Serve as the escalation point for critical client issues, ensuring rapid resolution and minimal disruption.
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6. Compliance & Risk Management:
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* Ensure all services comply with industry regulations and internal security policies.
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* Develop risk mitigation plans for high-impact scenarios, safeguarding business continuity.
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