Service Delivery Ownership & Client Governance

Own service performance across all in-scope towers, including quality, availability, responsiveness, risk, customer experience, and contractual commitments.
Act as the primary operational contact for the client and run an effective governance cadence, including daily operational reviews, weekly service reviews, monthly service reviews, and leadership escalations as required.
Translate the statement of work, service catalogue, operating model, SLAs, KPIs, and OLAs into clear team accountabilities and measurable service controls.
Publish accurate service reports covering volumes, backlog, SLA attainment, customer satisfaction, major incidents, risks, security posture, asset and license compliance, improvement actions, and decisions required.
Maintain strong stakeholder relationships and manage expectations through concise, timely, and transparent communication.

Team Leadership & Workforce Management

Lead, coach, and develop a team of 15+ members across workstreams.
Define the delivery structure, shift coverage, on-call model, role clarity, escalation paths, backup coverage, capacity plans, and skills matrix required to meet service commitments.
Allocate work based on business impact, priority, technical capability, risk, and capacity; remove delivery blockers and reinforce end-to-end ownership.
Establish performance objectives, conduct regular one-to-ones and team reviews, identify skill gaps, and drive cross-training, certification, succession, and knowledge continuity.
Build a client-centric culture focused on accountability, collaboration, disciplined execution, prevention, and continual improvement.

Manage projects from initiation and requirements definition through planning, execution, testing, implementation, stabilization, and closure using agile, waterfall, or hybrid approaches.
Coordinate business, operations, finance, change-management, and IT workstreams, including service-desk implementation and transformation, IT asset management, information security and cybersecurity, architecture, applications, infrastructure, data, testing, and vendors as applicable.
Monitor delivery against baselines, identify slippage and resource conflicts, assess downstream impacts, and agree recovery plans with workstream lead.
Manage scope and change control, secure deliverable acceptance, ensure implementation readiness, documented handover, clear support ownership, and lessons learned.

Lead service transition from discovery and due diligence through knowledge transfer, readiness validation, go-live, stabilization, and steady state.
Maintain the transition plan, RAID log, dependencies, acceptance criteria, operational readiness checklist, service baseline, and handover evidence.
Standardize operating procedures, runbooks, escalation matrices, support boundaries, service catalogue entries, knowledge articles, and control evidence.
Build and maintain a continual service improvement register; prioritize initiatives using service data, client value, risk reduction, effort, and measurable benefits.
Identify automation, monitoring, self-healing, analytics, and process optimization opportunities and track realized outcomes.

Understand the commercial and contractual framework, including scope, assumptions, exclusions, service levels, dependencies, change control, and acceptance criteria.
Monitor effort, utilization, capacity, demand, third-party performance, and service risks; provide timely inputs for forecasting and commercial reviews.
Manage vendors and internal resolver groups against agreed obligations and escalation paths, ensuring that cross-team dependencies do not compromise service outcomes.
Maintain operational risk, issue, action, and decision logs for ongoing service delivery. Escalate material concerns with clear impact, options, recommendation, and required decision.
Ensure delivery evidence, documentation, access controls, and operating practices support client audit, compliance, data protection, and security requirements.

Delivery of agreed milestones and accepted deliverables across concurrent workstreams within approved scope, timelines, budgets, and quality standards.
Early identification and effective resolution of cross-workstream dependencies, risks, issues, resource conflicts, and changes.
Customer satisfaction, stakeholder confidence, quality of governance, reporting accuracy, communication effectiveness, and action closure.
Knowledge coverage, shift-left adoption, automation, recurring-incident reduction, productivity improvement, team capability, retention, and coverage resilience.

10-14 years of progressive experience in project management, including leading multiple concurrent, interdependent workstreams and client-facing delivery across business and IT projects.
Demonstrated responsibility for a multidisciplinary team of approximately 15 or more resources in a managed-service, outsourced-service, or enterprise support environment.
Proven ownership of SLA/KPI-based delivery, client governance, major incidents, service reporting, escalations, problem management, and continual improvement.
Strong experience in integrated planning, scheduling, dependency and critical-path management, budgeting, resource allocation, governance, RAID management, change control, and benefits tracking.
Working understanding of the software development lifecycle, IT infrastructure, cloud platforms, applications, integrations, data migration, cybersecurity, testing, and transition to support; able to challenge plans and dependencies without acting as the technical design authority.
Experience leading service transition, knowledge transfer, operational readiness, stabilization, documentation, and steady-state acceptance.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent relevant professional experience.
Excellent written and verbal communication, executive stakeholder management, analytical thinking, prioritization, negotiation, and decision-making skills.