Job Description

Job Summary

• This role is responsible for strategy formulation in areas like escalation and change management, cost management for all service delivery requirements, and high-risk project oversight. The role leads cross-functional efforts, ensures SLA delivery and policy compliance, thereby contributing to organizational growth. The role proactively manages issues that could impact service delivery, identifies and drives transformation optimization while managing scope, resources, cost of delivery and coordination.



Responsibilities

• Formulates strategies in areas like performance metrics, escalation, change management, and communication with customers.
• Owns expense/cost targets for all service delivery requirements, developing, implementing, and monitoring expense controls.
• Manages high-risk projects, leads cross-functional teams, and implements corrective actions.
• Oversees timely SLA delivery, manages vendor negotiations, and contributes to account and strategic plans.
• Identifies revenue opportunities, ensures policy compliance, and contributes to organizational goals and initiatives.
• Drives cross-organization optimization efforts, leads knowledge management strategies, and enhances customer engagement processes.
• Develops solutions and participates in presales as well as change order negotiations representing and approving delivery capability and cost solution.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.



Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.



Preferred Certifications

NA



Knowledge & Skills

NA



Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity



Impact & Scope

• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.



Complexity

• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.



Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.