Key Responsibilities: + Customer Stakeholder Management: Develop and maintain strong relationships with customer stakeholders to ensure alignment on service delivery expectations. Act as trusted advisor, providing regular updates, handling escalations, and addressing concerns promptly. + Incident Management: Lead and coordinate incident response efforts, ensuring timely resolution and minimizing impact on service continuity. Analyze incident trends and implement preventive measures. Oversee incident communication and reporting to internal and stakeholders. + ITIL Process Management: Define, implement and uphold ITIL best practices to maintain and improve service delivery processes, focusing on continuous improvement, change management, incident and problem management, and service level management. + Networking Expertise: Work with internal teams to ensure network infrastructure is optimized for performance and reliability. Resolve networking issues and collaborate with technical teams on system upgrades or enhancements to meet client needs. + Service Delivery Oversight: Track and report on service metrics, incident response times, and client satisfaction scores, SLA adherence. Provide insights and recommendations to internal teams and clients for enhancing performance and service levels. + Continuous Improvement: Identify opportunities for service optimization, efficiency improvements, and proactive problem-solving to exceed client expectations. + Team Management Skills: Demonstrated ability to lead and manage cross-functional teams, fostering a collaborative and productive work environment. Skilled in delegating tasks, setting clear goals, and providing guidance and support to team members and regular performance reviews. Qualifications: + Bachelor's degree in IT, Computer Science, or related field; relevant certifications (e.g., ITIL, Cisco, Microsoft) are a plus. + 5+ years of experience in a client delivery or service management role, with a focus on incident management and networking. + Strong knowledge of ITIL processes and experience applying ITIL best practices. + Expertise in networking, including understanding of protocols, troubleshooting, and basic configurations. + Excellent communication and interpersonal skills, with a proven ability to manage customer expectations and foster long-term relationships. + Strong analytical skills and a proactive approach to problem-solving and process improvement. Preferred Qualifications: + Experience in service delivery within an IT environment, preferably within a managed services or consulting environment. + Ability to handle stressful situations calmly and effectively, especially during high-impact incidents. + Ability to work effectively in a dynamic environment, managing multiple priorities and meeting deadlines. + Familiarity with service management tools (e.g., ServiceNow, JIRA) and incident tracking systems.