• Drive and demonstrate quality and performance of Service Delivery Management within assigned accounts for software services contracts
• Work closely with Global Delivery Centers and 3rd Party Suppliers to ensure they are aware of and are fulfilling their Service Delivery responsibilities
• Monitor service performance metrics in line with agreed processes and measures, complete data analysis, collect and assess delivery feedback
• Deliver operational Service Levels, liaises with customers on Service Level Agreements and be a point of escalation internally and externally for delivery issues
• Be an offering expert and ensure the customer sees immediate value in the offerings
• Lead change management initiatives to iterate and improve service offerings, respond positively to customer new business needs
• Ensure senior stakeholder requirements & perceptions are successfully managed and escalations are appropriate and timely handled

• Align with Global standards, policies, procedures, and operating principles
• Define new delivery processes, mature them by collaborating with delivery teams and scale them to drive efficiencies through automation
• Propose service improvements based on analysis of metrics and satisfaction surveys

Desired Skills:

• Minimum of 5 years professional experience with at least 3 years of proven success in customer/ delivery operations role with Software Services Delivery
• Strong passion for customer service and excellence, as well as a keen attention to detail and meticulous planning and execution
• Experience leading change management governance process, strong understanding of software life-cycle process.
• Creativity in discovering actionable results and ability to succeed in a collaborative, fast-paced, global environment
• Working knowledge of pre-sales and post sales process
• Effective interpersonal and relationship-building skills. PMP/PMI or Prince 2, ITIL certified,