Knowledge and Attributes:

• Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
  
• Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
  
• Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
  
• Seasoned proficiency in project management.
  
• Excellent communication, negotiation, and problem-solving skills.
  
• Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
  
• Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
  
• Seasoned familiarity with ITIL or other IT service management frameworks.
  
• Ability to work under pressure and has exceptional organizational skills and attention to detail
  
• Ability to work collaboratively with cross-functional teams.
  
• Adaptability and a customer-focused mindset.
  
• Understanding of client contract engagements
  

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
  
• Relevant ITIL /ITSM certification preferred.
  
• Relevant project management certification (for example, PMP) is preferred.
  
• Relevant business analysis and reporting certifications and skill.
  

Required experience:

• Seasoned demonstrated experience in a managed services and/or support services environment.
  
• Seasoned demonstrated experience in managed services - service delivery and client management.
  
• Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
  
• Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
  
• Seasoned demonstrated experience in monitoring contract performance.
  
• Seasoned demonstrated experience in managing service delivery projects for clients.
  
• Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
  
• Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
  

• Drive Client Satisfaction by ensuring services are delivered in alignment with contractual obligations, service definitions, and SLAs—building trust and reinforcing operational excellence.
  
• Serve as the Client’s Operational Anchor, managing inquiries, escalations, and feedback with professionalism and urgency to maintain strong, responsive relationships.
  
• Translate Business Needs into Service Delivery, and working with business and client stakeholders to identify opportunities and tailor solutions that meet client objectives. This ensures that our services remain relevant, effective, and outcome-driven for the client.
  
• Coordinate Cross-Functional Execution, working with commercial, finance and administration, go to market, technical and support teams to resolve incidents, stabilize environments, and uphold service quality across multiple touchpoints.
  
• Ensure Contractual Integrity and Compliance, monitoring performance, managing risks, and collaborating with legal teams to uphold governance and protect business and client interests.
  
• Enable Account Growth by identifying upsell and cross-sell opportunities, supporting renewal strategies, and contributing to long-term client retention.
  
• Proactively engage Service Implementation and Delivery Teams to deliver services within time in relation to service onboarding and transition, modifications and decommission.
  
• Deliver Strategic Insights, maintaining accurate documentation, contracting and reporting on service performance, client satisfaction, and operational risks to inform internal stakeholders and guide continuous improvement.