Description

You will manage service delivery and client projects within a designated practice, ensuring all solutions meet defined SLAs and profitability targets.

Responsibilities

• Serve as the primary point of contact to manage client relationships, expectations, and long-term engagement.
• Lead business process re-engineering, change management, and continuous process improvement sessions.
• Manage project risks, oversight of team deliverables, and adherence to Statement of Work (SOW) scope.
• Direct team members by providing feedback, managing onsite and remote resources, and ensuring billable utilization targets of 80% are met.
• Facilitate metrics reviews, quarterly business reviews, and provide root cause analysis for major incidents.
• Work with vendors to troubleshoot issues and evaluate new product versions for upgrade recommendations.

Required Skills

• 5+ years of professional experience in client management or service delivery.
• ITIL certification.
• Strong Project Management and Change Management skills.
• In-depth knowledge of Information Technology and technical problem-solving.
• Ability to communicate complex technical instructions to end users clearly.
• Advanced client-facing skills with the ability to influence and negotiate.
• Proven experience in team building, leadership, and managing remote support resources.
• Strong business writing and presentation skills for technical solution delivery.
• Experience in tracking metrics, reporting, and driving process standardization.

Preferred Skills

• Master's degree in Business, Information Systems, or a related field.

Key Skills

Education

Master's degree