I. DUTIES AND RESPONSIBILITIES

Customer & Service Management

• Drive positive customer experience and customer loyalty through effective service delivery management.
• Establish and maintain strong relationships with customers, stakeholders, and internal business units.
• Address escalated customer concerns with urgency and coordinate the required resources for immediate resolution.
• Provide customers with timely updates on major incidents, escalations, and ongoing activities.
• Conduct regular customer meetings, operational reviews, and service status discussions.
• Present quarterly service reviews, including incident trends, operational performance, customer satisfaction, and gap analysis.

Operational & Process Management

• Monitor incident and problem management activities to ensure timely resolution and compliance with agreed service levels.
• Track and follow through on action items, commitments, and deliverables to ensure completion within target timelines.
• Enhance and improve existing systems, tools, and operational processes to support business requirements and improve efficiency.
• Coordinate and manage customer-facing projects and internal service improvement initiatives.
• Develop and maintain performance reports and dashboards aligned with team and business objectives.

Business & Renewal Support

• Actively monitor maintenance renewals, support contracts, and service opportunities to help maximize customer retention and revenue growth.
• Collaborate with Account Managers, Sales Teams, and other business units to support renewal strategies and customer engagements.
• Assist in customer negotiations related to service delivery concerns and contractual requirements.
• Evaluate overall contract and service performance by analyzing operational and financial data to identify opportunities for optimization and improvement.

Leadership & Collaboration

• Foster a collaborative working environment across teams and departments.
• Establish clear communication channels between business unit heads, technical teams, and service delivery stakeholders.
• Support employee development, continuous learning, and professional growth within the team.
• Promote a culture of accountability, operational excellence, and continuous improvement.

II. QUALIFICATIONS

• Bachelor’s Degree in Information Technology, Computer Engineering, Business Management, or any related field.
• Minimum of 5–7 years of relevant experience in customer support, service delivery, project management, or related customer-facing roles.
• Strong understanding of service delivery operations, customer engagement, and incident management processes.
• Excellent communication, presentation, and stakeholder management skills.
• Capable of presenting operational and business updates to senior management and customer executives.
• Strong coordination and problem-solving skills with the ability to manage cross-functional teams.
• Knowledgeable in networking technologies, IT infrastructure, and enterprise solutions.
• Basic to intermediate technical knowledge related to Cisco or equivalent networking technologies is an advantage.
• Familiarity with project management methodologies and operational reporting tools.
• ITIL V4 Foundation Certification or equivalent certification is preferred.
• Experience in Service Provider or Managed Services environment is an advantage.
• Ability to work under pressure and manage high-severity incidents effectively.
• Strong attention to detail, analytical thinking, and organizational skills.