Assistant Manager - Technology

Client Operations Role

Service Management:

• Manage the end-to-end delivery of services to clients in line with agreed SLAs and KPIs.
• Ensure all service processes and operations are aligned with ITIL best practices.

Client Relationship Management:

• Act as the primary point of contact for clients regarding service delivery matters.
• Conduct regular service reviews and maintain strong, positive client relationships.

Team Leadership:

• Lead, mentor, and manage cross-functional service delivery teams.
• Coordinate with technical teams to resolve incidents, problems, and changes efficiently.

Process Improvement:

• Identify areas for improvement and lead initiatives to enhance service performance and customer satisfaction.
• Drive operational excellence through metrics, root cause analysis, and continuous feedback loops.

Incident & Escalation Management:

• Handle escalations and ensure timely resolution of issues.
• Maintain high service availability and prompt response to critical incidents.

Reporting & Documentation:

• Generate and present service performance reports to clients and internal leadership.
• Maintain proper documentation related to service delivery processes.

Compliance & Governance:

Conduct periodic floor audits to ensure desktop compliance.