Key skills
Stakeholder ManagementChange ManagementCommunication
About this role
Role Overview
- Own end-to-end service delivery performance, ensuring availability, reliability, and quality of IT services.
- Monitor and enforce SLAs, KPIs, and contractual commitments.
- Lead major incident management, ensuring timely resolution and clear stakeholder communication.
- Oversee day-to-day operations, ensuring alignment with service management best practices (e.g., ITIL).
- Drive continuous service improvement initiatives to enhance performance and client satisfaction.
- Oversee execution of client-related programs and initiatives, ensuring alignment with business objectives.
- Coordinate cross-functional teams to deliver projects, enhancements, and operational changes.
- Track program milestones, risks, dependencies, and deliverables.
- Provide governance, status reporting, and executive-level updates to stakeholders.
- Ensure effective change management and transition activities with minimal service disruption.
Requirements
- 5–8 years of experience in IT service delivery, program management, or related roles.
- Strong understanding of IT operations and service management frameworks.
- Proven experience managing client-facing services and driving program execution.
- Ability to manage multiple workstreams in complex, fast-paced environments.
- Strong stakeholder management and communication skills.
Benefits
- Health insurance
- Retirement plans
- Paid time off