Job Description
Main Purpose of the Job:
* Provide strategic leadership across cross-functional teams to ensure delivery of high-performance outcomes, contract compliance, and continuous improvement.
* Serve as the senior interface between customers, operational teams, and internal departments, ensuring full alignment with contractual obligations and company objectives.
* Lead the development and execution of recovery plans, innovation initiatives, and service enhancements to drive operational efficiency, profitability, and customer satisfaction.
* Champion a culture of collaboration, accountability, and excellence—bridging departments to deliver seamless, customer-centric service and sustained business success.
Main Duties and Responsibilities:
1. Develop and maintain efficient systems and tools for monitoring performance against contractual SLAs and KPIs, enabling trend analysis and early identification of non-compliance.
2. Collect, analyze, and interpret cross-functional performance data to assess contract delivery, flag risks, identify improvement areas, and uncover opportunities to enhance value.
3. Drive the use of daily operating controls across internal teams and with customers to ensure risks are mitigated and corrective actions are initiated where SLA or budget shortfall...