DUTIES AND RESPONSIBILITIES

• Manages customer relationships and ensures high-quality service delivery
• Handles customer concerns, escalations, and major incident communications
• Conducts customer meetings, operational reviews, and quarterly service presentations
• Monitors incident and problem management to ensure SLA compliance and timely resolution
• Tracks action items, deliverables, and service improvement initiatives
• Enhances operational processes, systems, tools, and reporting dashboards
• Supports contract renewals, customer retention, and revenue growth initiatives
• Collaborates with sales teams and business units on customer engagements and negotiations
• Analyzes operational and financial performance to identify improvement opportunities
• Promotes teamwork, accountability, continuous improvement, and employee development

QUALIFICATIONS

Education

• Bachelor’s Degree in Information Technology, Computer Engineering, Business Management, or any related field.

Minimum Experience/Training

• Minimum of 5–7 years of relevant experience in customer support, service delivery, project management, or related customer-facing roles.

Competency

• Strong knowledge of service delivery, customer engagement, and incident management
• Excellent communication, presentation, coordination, and stakeholder management skills
• Capable of handling cross-functional teams, problem-solving, and high-pressure situations
• Knowledgeable in networking, IT infrastructure, enterprise solutions, and operational reporting
• Familiar with project management methodologies and service management practices
• ITIL certification and experience in managed services or service provider environments are an advantage
• Demonstrates strong analytical, organizational, and attention-to-detail skills