Key Responsibilities

• Oversee end-to-end delivery of IT infrastructure, systems integration, and managed services to ensure service quality and client satisfaction.
• Ensure all services are delivered in accordance with agreed SLAs, KPIs, and contractual commitments.
• Monitor service performance, identify gaps, and implement continuous improvement initiatives.
• Serve as the primary point of contact for clients on service delivery matters.
• Provide guidance, coaching, and mentorship to subordinates on Service Desk support matters as required, ensuring adherence to established processes, service standards, and best practices.
• Build and maintain strong client relationships, ensuring alignment with business objectives.
• Conduct regular service review meetings and provide performance reports to stakeholders.
• Collaborate with project engineers, field support engineers and vendors to ensure smooth onboarding and deployment.
• Manage change requests, incident escalations, and problem resolution effectively
• Lead and manage service delivery teams, including engineers and support staff.
• Allocate resources effectively and ensure team productivity and performance.
• Provide coaching, mentoring, and performance evaluations.
• Oversee incident and problem management processes to ensure timely resolution
• Manage third-party vendors and service providers to ensure service quality and compliance.
• Negotiate and monitor vendor SLAs and performance.
• Support contract management, renewals, and identification of upsell/cross-sell opportunities.
• Maintain proper documentation, reporting, and audit readiness.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5–10 years of experience in IT operations, service management, technical support, or infrastructure management.
• Prior experience in a leadership, supervisory, or team management role.
• Experience managing service-level agreements (SLAs), KPIs, and customer relationships.
• ITIL 4 Foundation or higher-level ITIL certifications
• Cloud certifications from Microsoft Azure, Amazon Web Services (AWS), or Google Cloud can be advantageous.
• Understanding of infrastructure, cloud services, networks, cybersecurity, and end-user support is a must