Related skills
process improvement change management stakeholder management itil service management📋 Description
- Own end-to-end service performance for clients.
- Lead complex operations and drive continuous improvement.
- Partner with account leaders to grow client relationships.
- Serve as senior client advocate balancing needs with operational realities.
- Lead client reviews, performance discussions, and service health conversations.
- Manage escalations and difficult client situations with confidence.
- Drive process improvements across ticketing, change, and service workflows.
- Maintain a Book of Work for activities outside the ticketing system.
🎯 Requirements
- Senior-level experience in client operations management.
- Ability to lead end-to-end service delivery and drive improvements.
- Strong client relationships and stakeholder management.
- Experience with service delivery metrics (SLA, MTTA, MTTR).
- Proven ability to manage escalations and cross-functional teams.
- Skilled in planning, reporting, and governance.
- Mentor and lead operational teams.
- Knowledge of ticketing systems and change management.
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