Responsible for continuously monitoring the delivery quality and client satisfaction through direct interaction and relationships of key stakeholders Accountable for ensuring Issue Management/Business Continuity and Disaster Plans are developed and active Ensure project mitigation plans exist for yellow or red deliverables Responsible for holding Customer Governance meetings Manage Outage/Escalation/Missed SLA incidents Ensure available automation and efficiency programs are implemented and executing appropriately Ensure client improvement plans exist and are driven to increase client satisfaction Leverage automation to increase performance and quality of service delivery. Deep understanding of the system delivery life cycle Ensure accurate and timely cost forecasts Responsible for cost management aligned to annual operating plans and point of sale contracts, including constant calibration of cost of services to planned revenues Responsible for documented actions to close gap of forecast off annual operating plan and service improvement plans Manage account ramp-up / ramp-down resources in a timely fashion Work collaboratively with client Executives to develop and maintain customer relationships, identify and manage relationship risk Manage Sales Enablement, ensuring coordination of delivery teams for solution design and delivery purposes Build and sustain effective communications with all stakeholders and cross-functional teams to maximize the customer experience Provide guidance to delivery leaders to set the proper alignment of service offerings Experience in organizational change management best practices Ability to solve large, enterprise problems through large, matrixed organizations The position requires an advanced degree in: Information Technology, Computer Science, Software Engineering, Computer Engineering or Cybersecurity 10+ years' experience in IT support and production escalations inclusive of Incident response that comprises problem, defect, and change lifecycles 10+ years' experience in end-to-end management of lifecycle projects using project management standards 10+ years' experience managing a highly leveraged service environment Good understanding of BPO (Call Center, IT Care Centers, and other Backoffice) services Experience in application development and support services supporting services such as: Snowflake, Salesforce and ETL migrations through Agile & DevOps methodologies Digital Transformation experience leveraging A.I. to define and refine knowledge insights to deliver services Demonstrates strong financial planning and cost management skills, including previous budget management and cost and staff forecasting experience Demonstrated people leadership skills, including managing diverse personnel in multiple geographic locations and countries Strong knowledge of and proven experience applying an ITIL Service Framework and implementation ITIL Foundations v4 experience, certification preferred Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations Ability and willingness to travel to client site as needed, current Visa and passport needed Ability to work across multiple time zones