Responsibilities: -

Service Delivery Management

• Own the end-to-end delivery of managed services to assigned customers, ensuring SLA and KPI achievement.
• Establish and operate Incident, Problem, Change, and Release Management processes aligned with ITIL best practices.
• Conduct monthly / quarterly Service Review Meetings (SRMs) with customers, presenting performance reports, improvement initiatives, and forward roadmaps.

Project & Technical Oversight

• Oversee infrastructure, cloud, network, and security projects from planning through implementation.
• Provide oversight on solution design, implementation, change management, and operational readiness to ensure quality and compliance.
• Manage project scope, timelines, resources, risks, and customer expectations throughout the project lifecycle.
• Support pre-sales activities by reviewing proposals, SOWs, and s...