Role Overview

Build the infrastructure - establish the governance, tooling, and process foundation for how recurring engagements will be mobilized, monitored, and billed going forward.

Run what already exists - take direct ownership of currently live T&M and Managed Services engagements so that delivery continuity, SLA attainment, and billing are not disrupted while the infrastructure is being built.

Key Responsibilities

A. Infrastructure Build

Stand up the SLA definition and agreement process for new Operational Managed Services engagements - aligned to ISO/IEC 20000-1 categories (availability, response time, resolution time, quality/output) in lines with the terms negotiated with clients that safeguard the company’s interest.

Establish the client enablement document template and process for T&M engagements - billable-day definition, approval authority, exception handling...