We’re seeking a strategic leader to drive service excellence across cloud-managed services. You’ll lead a unified team of Service Delivery Managers, Technical Account Managers, and Customer Experience professionals, ensuring high performance and customer satisfaction.
Only those with ITIL experience will be considered for this position.
Responsibilities:
* Team Leadership – Mentor and grow high-performing service and experience teams.
* Service Strategy – Define and deliver a future-focused strategy aligned to customer and business goals.
* Customer Engagement – Build strong relationships with senior stakeholders and lead executive-level reviews.
* Continuous Improvement – Drive proactive service monitoring, performance analysis, and SLA compliance.
* Escalation Management – Act as senior escalation point for critical issues and dispute resolution.
* Complaint Handling – Oversee service credits and complaints, ensuring root cause analysis and improvement.
* Cross-Functional Collaboration – Work closely with Sales, Technical, and Product teams to support retention and growth.
* Customer Advocacy – Turn feedback into actionable insights and embed a culture of service excellence.
* Reporting & Insight – Develop reporting to monitor satisfaction, retention risks, and service health.
* Executive Communication – Engage confidently with C-level clients and internal stakeholders.