About the Role
The role involves managing day-to-day service delivery for clients, ensuring adherence to SLAs, leading incident resolution, and acting as the primary point of contact for operational matters.
Responsibilities
- Monitor and manage service performance across client accounts
- Ensure compliance with service level agreements
- Lead resolution of critical incidents and service disruptions
- Act as the main operational contact for clients
- Coordinate between technical teams and stakeholders
- Produce regular service performance reports
- Drive continuous improvement initiatives
- Oversee change management processes
- Manage escalation procedures for service issues
- Maintain accurate service documentation
- Support onboarding of new clients
- Track key performance indicators and metrics
- Facilitate service review meetings
- Ensure timely communication during outages
- Collaborate with account management teams
- Identify risks to service delivery
- Implement service recovery plans
- Ensure alignment with operational policies
- Manage vendor coordination when required
- Support audit and compliance activities
- Promote service best practices
- Monitor incident response timelines
- Coordinate training for support teams
- Maintain client satisfaction standards
- Support business continuity planning
Compensation
Competitive salary with performance incentives
Work Arrangement
Hybrid work model
Team
Part of the client operations team supporting global accounts
About the Team
This role is embedded within a dedicated client services unit focused on operational excellence and long-term client success. Team members work collaboratively to ensure high availability, rapid response, and proactive service management.
What We Value
We prioritize accountability, clear communication, technical accuracy, and a client-first mindset. The ideal candidate demonstrates initiative, resilience, and a commitment to delivering consistent service quality.
