Job Description

Roles & Responsibilities

Service Transition & Operational Readiness: Support new service onboarding, service acceptance, transition into BAU support.
Customer Management: Handle customer escalations, issues, problems, risks, and service requirements, acting as the primary point of contact and trusted advisor.
Governance: Chair operational and service governance forums, driving actions, decisions and continual improvement across multiple stakeholders.
Operational Management: Managing competing priorities across operational support and project delivery.
Supplier Management: Coordinate internal and third-party delivery partners, ensuring aligned service delivery and accountability against agreed SLAs and KPIs.
Major Incident & Escalation Management: Lead customer communications and service restoration activities during major incidents, coordinating