Job Description
Summary
Detailed Description
Requires in-depth knowledge of Service Delivery Management with experience in leading strategic customer relationships, end-to-end service delivery, cross-functional operations in complex enterprise environments. Can demonstrate success managing escalations, governing SLA/KPI performance, aligning delivery with account teams, business leadership, and driving customer satisfaction. Strong background in incident handling and change management, executive communication, process improvement, Trend analysis and technical service delivery.
Lead a multi-functional work group. Acts as the primary contact with the customer or partner. Coordinates with the CX and design teams to create the solutions addressing customer needs and meeting expectations.
Physical Demands
- Duties of this position are performed in a normal office environment.
- Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
- Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
- Occasional travel may be required.
Typical Experience
-
15 years of relevant industry experience
Typical Education
Bachelor’s degree in a relevant field. Recommended Majors are Computer Science, Information Technology, Business Management or Engineering
Notes
This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.